Desktop Support Analyst

Job Description

Job Description

Description

This position requires various skill sets in both technical and analytical areas. This position is cross trained in many areas in order to provide optimal support and resolution to fulfill internal customer’s desktop, telecom & network infrastructure field support needs including—desktops, printers, scanners, handheld devices, monitors, laptops, tablets, IOS devices and other related desktop hardware and software issues. In addition, this position provides installation and troubleshooting of network and phone infrastructures, including installation of preconfigured switches, term servers, UPS’s, wired and wireless phone, making cross connects, etc. This position may coordinate requests and implement infrastructure moves, additions and changes system-wide, while gathering and analyzing internal customer requirements to fulfill business needs.

Principle Responsibilities:

• Processing requests

o Process new service requests from the analysis and definition of customer requirements through acquisition, approvals, service delivery, implementation and fulfillment.

o Research and work with a Value Added Reseller (VAR) to define technical feasibility, compatibility and supportability of infrastructure hardware/software.

o Adhere to Information Technology and company asset management procedures.

o Participate in project meetings, assist in virtual walk-throughs and communicate with regional team members and other Information Technology groups as required.

• Desktop troubleshooting and support

o Install, physically move, maintain and troubleshoot various computer equipment, including Desktop PCs, laptops, Integrated Wireless WAN laptops, tablets, mobile devices, printers, and scanners, monitors, IOS devices, etc.

o Install and troubleshoot various types of software.

o Perform basic hardware repairs as needed.

o Provide input for problem resolution other Information Technology employees.

o Instruct customers in the use of computer equipment; answer questions and assist in resolving incidents and problems related to hardware and software applications.

o Participate in non-prime 24x7 on-call rotation in response to field support incidents.

• Telecom troubleshooting and support

o Maintain Avaya equipment hardware such as removing/replacing phone components, headset issues and verification of network wiring.

o Configure and support Avaya equipment software.

o Troubleshoot and resolve issues regarding local phone services including vendor provided T1 and analog service interruptions and vendor management.

o Maintain equipment and wiring in telecom closets.

o Configure and support Vocera and wireless phone systems.

o Perform moves, adds and changes at system-wide locations including installation of analog, digital and IP phones and headsets.

• Network troubleshooting and support

o Install preconfigured network gear such as switches, firewalls and terminal servers, asset tagging of UPS and ATS equipment.

o If needed, assist with on-site after-hour power outage coverage.

o Replace and/or install failed network equipment

o Perform low level access function to switches and term servers.

o Maintain cross connections and switch documentation in data closets.

o Assist in data closet best practices, troubleshoot or escalate issues.

o Participate in non-prime 24x7 on-call rotation.

• Customer Service

o Attend project meetings, assist in virtual walk-throughs and communicate with regional team members and other IT groups as required.

o Maintain ServiceNow (SN) ticket service level agreements (SLA) and document customer communications and work completed within SN tickets. Respond to ticket updates and escalation requests within 4 hours.

o Escalate issues and workload problems to team member.

• Documentation and Project Management

o Participate in and sometimes lead, small projects.

o Create documentation pertaining to service requests and technical issues for use by end users and internal IT employees.

o Test and evaluate proposed changes by performing baseline tests for quality and ensure processes are implemented in a consistent manner.

o Adhere to the Change Management and the Service Management tool (ServiceNow).

• Policies and Procedures

o Identifying opportunities for service improvements and internal efficiencies.

o Follow and understand basic ITIL best practices, maintaining a climate of continuous improvement.

o Participate in focus groups to define, develop, and document, procedures.

o Other duties as assigned.

Skills

Desktop, Troubleshooting, Support, Customer service, Active directory, Windows 10, Hardware

Additional Skills & Qualifications

Lifting weight Up to 32 lbs. occasionally and up to 25 lbs. frequently

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Minneapolis, MN.

Pay and Benefits

The pay range for this position is $23.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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 fully onsite position in Minneapolis,MN.

Application Deadline

This position is anticipated to close on Aug 28, 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.