Service Desk Analyst

Description

We are seeking a customer-focused IT Service Desk Analyst in Neenah, WI. This role is responsible for delivering exceptional customer service, troubleshooting hardware and software issues, supporting end users both remotely and onsite, and ensuring timely resolution of incidents and service requests. The ideal candidate combines strong technical expertise with excellent communication skills, thrives in a collaborative environment, and is committed to providing a high-quality support experience while contributing to continuous improvement initiatives within the IT organization.

Responsibilities

• Deliver exceptional customer service and Level 1 technical support as a member of the IT Service Desk team.
• Serve as the primary point of contact for IT-related incidents and service requests, gathering and analyzing information to diagnose and resolve issues efficiently.
• Provide support for the installation, operation, configuration, customization, and usage of hardware, software, and enterprise technology solutions.
• Troubleshoot and resolve desktop, laptop, peripheral, application, and connectivity issues, escalating complex problems to Level 2 or Level 3 support teams as appropriate.
• Participate in the deployment, rollout, and end-user training of new technologies and business applications.
• Utilize, maintain, and create Knowledge Base articles, standard operating procedures (SOPs), and support documentation to improve operational efficiency and knowledge sharing.
• Accurately document incidents, service requests, troubleshooting activities, and resolutions within the IT service management platform while adhering to ITIL best practices.
• Assist with the installation, configuration, maintenance, and ongoing support of desktop computers, peripherals, software, and related technologies.
• Support conference room technology, audiovisual equipment, and collaboration tools.
• Collaborate with procurement teams to recommend, specify, and acquire hardware and software solutions based on business requirements.
• Evaluate emerging technologies and provide recommendations regarding their value and applicability within the enterprise environment.
• Build strong working relationships across IT teams to facilitate rapid issue resolution and enhance the overall support experience.
• Communicate effectively with associates, management, and technical teams at all levels of the organization.
• Mentor and support junior team members through knowledge sharing and coaching.
• Participate in an on-call and support rotation as required.
• Perform other duties and responsibilities as assigned.

Required Skills

• Help Desk Support
• IT Service Desk Operations
• Technical Troubleshooting
• Windows 10/11
• Microsoft Active Directory
• Microsoft 365 (Office 365)
• Incident Management
• Customer Service

Qualifications

• Outstanding customer service skills with the ability to empathize with users, manage expectations, and professionally resolve technical issues.
• Demonstrated problem-solving and troubleshooting abilities across a variety of endpoint and infrastructure technologies.
• Experience installing, maintaining, supporting, and upgrading desktop applications and end-user computing devices.
• Excellent verbal, written, and interpersonal communication skills.
• Advanced working knowledge in at least five of the following areas:
  • Computer hardware
  • Windows operating systems
  • Microsoft 365 applications
  • Microsoft Active Directory
  • Virtual Desktop Infrastructure (VDI)
  • Telephony systems
  • Desktop imaging and deployment
  • Hardware provisioning and asset management
  • Audio/Visual technologies
  • Remote access technologies
• Strong networking knowledge, including TCP/IP, VPN connectivity, Wi-Fi, DNS, and security best practices.
• Experience supporting remote and hybrid work environments.
• Understanding of project management principles and participation in technology-related projects.
• Proven ability to work collaboratively within a team-oriented environment while maintaining a high level of customer satisfaction.

Preferred Qualifications

• Experience working within an ITIL-based support environment.
• Relevant industry certifications such as CompTIA A+, Network+, Microsoft Certified, HDI, or ITIL Foundations.
• Experience with endpoint management, device provisioning, and enterprise collaboration technologies.

This is a Contract position based out of Neenah, WI.

The pay range for this position is $25.00 - $26.00/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 Neenah,WI.

This position is anticipated to close on Sep 1, 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.