Help Desk Support Technician

Description

The Service Desk Analyst – Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk. This position is 100% Service Desk focused. This resource ensuring consistent user experience, timely incident resolution, and local hands-on support.

The position requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams to ensure timely incident resolution and a positive end-user experience.

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Key Responsibilities

Service Desk Analyst Responsibilities

• Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.

• Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.

• Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).

• Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.

• Resolve tickets using published Knowledge Base (KB) articles and documented processes.

• Escalate incidents to higher-level support teams when necessary, following defined escalation procedures.

• Adhere to Service Level Agreements (SLAs) for response and resolution times.

• Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.

• Coordinate with technical teams to provide timely and accurate updates to users until resolution.

• Participate in knowledge base creation, updates, and continuous improvement activities.

• Identify recurring issues and communicate trends or operational challenges to leadership.

• Maintain a high level of customer service and professionalism in all interactions.

Skills

Help desk support, Customer support, Customer service, Troubleshooting, Service desk, Active directory, Windows 10, Help desk, Technical support, Phone support, Windows operating systems, Ticketing system, servicenow

Top Skills Details

Help desk support,Customer support,Customer service,Troubleshooting,Service desk,Active directory,Windows 10

Additional Skills & Qualifications

Preferred Qualifications

• Some hands-on deskside or field support experience.

• Associate’s or Bachelor’s degree in Computer Science or related field.

• IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar.

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Work Environment and Physical Requirements

• Primarily office-desk based with occasional on-site support.

• Ability to lift and/or move IT equipment such as desktops, monitors, and printers as needed.

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Core Competencies

• Customer Focus

• Problem Solving

• Active Listening

• Clear Communication

• Multitasking

• Collaboration

• Organization

• Adaptability

• Attention to Detail

Experience Level

Intermediate Level

This is a Contract to Hire position based out of Springfield, MO.

The pay range for this position is $38.00 - $40.00/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)

This is a fully onsite position in Springfield,MO.

This position is anticipated to close on Sep 25, 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.