Service Desk Analyst

*Description*

Job Description
Shift during training (4-6 weeks): Will be 1st shift Monday through Friday 8A-4:30P EST, then when training is complete, all 3 roles will be second shift. One opening is Sunday- Thursday - 4 pm -12:30 am. Two openings are Tuesday-Saturday - 4 pm -12:30 am

This is a 24/7 Phone support environment. This role is really more "networking support" than a password reset service desk. With it being third shift, most of the technical issues are at the retail locations and not corporate/HQ, which leads to more calls around POS, network connectivity, etc. This team supports internal employees as well as the employees at the truck stops and convenient stores. The majority of the support is at the retail locations supporting the POS hardware, software, credit card readers, network connectivity, receipt printers, etc. This role involves incoming calls from users that can be non-technical, so the ability to ask questions in layman's terms is imperative. After calls, this person is responsible for documenting the issue in ServiceNow (ticketing system) but they are moving to ServiceNow so that will switch. This environment does have Windows and Linux as the POS systems run on both. The ability to take 30-40 calls/tickets per shift, typing quickly, general computer knowledge is all required. The 2nd shift does take less calls and it is not nearly 30-40 as that is more first shift call volume.

The Service Desk Associate will provide first line support for remote users on core business applications. This is a real-time, fast-paced environment. Will handle inbound trouble calls and requests; troubleshoot and resolve level 1 issues; research and resolve level 2 issues; and escalate as needed for advanced issues. Will be responsible for proactively following up on tickets to ensure successful closure. The environment includes proprietary software in a complex environment.
In addition to supporting customers, the help desk staff will also develop, maintain, and contribute to support knowledge base and other documentation.

Background:
*3+ years experience in user and customer support
* Knowledge of software and operating system support
* Patience and excellent communication skills!

Required Skills:
* Windows, Linux, MS Office Troubleshooting and problem solving over the phone
* User interaction/communication (oral and written)
* Knowledge of retail, POS, or customer-facing product support is highly preferred
*Someone who comes from a NOC background will work out well! Need to be more network-support than anything

*Skills*

Help desk support, Troubleshooting, network connectivity, network support, Help desk, Windows 10, Phone support, technical support, CISCO, VPN, Pos system, Service desk, Customer service, Point of sale, Windows, office 365, servicenow, Pos, Computer hardware, Noc, Network monitoring

*Top Skills Details*

Help desk support,Troubleshooting,network connectivity,network support,Help desk,Windows 10,Phone support,technical support,CISCO,VPN

*Additional Skills & Qualifications*

Additional Skills & Qualifications
Cisco and Networking support
Windows 10
Office 365
Point of Sale / POS
servicenow
troubleshooting
customer service
network support

*Experience Level*

Intermediate Level

*Job Type & Location*This is a Contract position based out of Westlake, OH.
*Pay and Benefits*The pay range for this position is $18.00 - $23.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

* Medical, dental & vision


* Critical Illness, Accident, and Hospital


* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available


* Life Insurance (Voluntary Life & AD&D for the employee and dependents)


* Short and long-term disability


* Health Spending Account (HSA)


* Transportation benefits


* Employee Assistance Program


* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*This is a hybrid position in Westlake,OH.
*Application Deadline*This position is anticipated to close on Jun 11, 2026.

About TEKsystems


We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services


We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

*San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

*Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.