Service Desk Analyst

Description

Service Desk Analysts will provide customer service and technical support to all Tactile employees and is responsible for providing resolutions through expert problem identification, analysis and appropriate troubleshooting. This position will receive trouble tickets via email, ticketing system or telephone and are responsive and effective in creating tickets, resolving tickets and/or coordinating escalation if needed for resolution.


Responsibilities:
Handle incoming calls, tickets and emails timely and within service level timelines while providing excellent customer service to clients
Ensure tickets are created for all client interactions
Understand and deliver on ticket escalation protocols
Own the responsibility of tickets by ensuring statuses are kept current, documentation is clear and issues are resolved. Tickets must be updated in real time as events and actions occur
Report progress to clients and notifying them of resolutions through various types of documentation
Create documentation on frequently asked questions for use with other Service Desk Analysts or proactively on myTactile
Maintain compliance with all appropriate regulatory requirements including HIPAA
Perform other duties as assigned


Strong problem solving, time management, and communication skills
A successful track record of troubleshooting complex problems and 1st call resolution
Strong problem solving and listening skills coupled with patience to be able to assist end users with the questions and issues they may be experiencing
Passionate and eager to learn new skills
Demonstrated strong organizational skills
Thrives in a team environment but is also self sufficient
Must have the ability to multi-task, organize and document many tasks at one time
Strong ability to clearly document issues and resolutions
Ability to adapt to an ever-changing environment
Commitment to customer satisfaction

Skills

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

Top Skills Details

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

Additional Skills & Qualifications

Prior level technical support experience (ServiceNow, ITSM, o365, Win11, AD, PW resets, Filemaker)
Traits: self-motivated, curious, problem solver
Ability to work either shift 7am-3:30pm or 10:30am-7pm (with hour lunch break)

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Golden Valley, MN.

Pay and Benefits

The pay range for this position is $20.00 - $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 fully onsite position in Golden Valley,MN.

Application Deadline

This position is anticipated to close on Aug 14, 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

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.