Service Desk Analyst

Enterprise Service Desk Specialist (Service Desk Analyst)

Job Description

This on-site Enterprise Service Desk Specialist role provides first-line support for one of the worlds largest IT networks, the Navy Marine Corps Intranet (NMCI), under the NGEN SMIT contract. You will work in a call centerstyle service desk environment, delivering timely, reliable IT support to Marine Corps end users to ensure mission readiness. The position is based in New Orleans and requires working at a desk in a call queue, handling incoming calls and tickets, and performing troubleshooting across a wide range of end-user technologies.

Responsibilities

• Serve as the initial point of contact for IT-related issues, providing Tier 1 support to Marine Corps end users via phone and online channels.
• Deliver high-quality customer service while guiding users through troubleshooting steps and resolving technical problems when possible at first contact.
• Follow established escalation protocols and procedures when issues cannot be resolved at Tier 1, ensuring timely handoff to higher-level support.
• Monitor the health and status of NMCI and related networks, watching for alerts, outages, and performance issues.
• Document, track, and communicate network outage information clearly to co-workers and customers, maintaining accurate records in the ticketing system.
• Execute predefined scripts and standard operating procedures to support incident resolution and routine maintenance tasks.
• Open, update, and close tickets in the IT Service Management (ITSM) system, ensuring all work is properly logged and categorized.
• Correlate events and incidents to support effective management of IT services, identifying patterns and recurring issues for further analysis.
• Perform common help desk tasks such as password resets in Active Directory and basic account administration.
• Troubleshoot internet browser issues and resolve user connectivity problems at the workstation level.
• Perform Layer 1 network connectivity troubleshooting, including checking physical connections and basic network access issues.
• Troubleshoot DNS and IP address issues to restore network connectivity and access to resources.
• Contribute to root cause analysis of ongoing or recurring technical problems, providing detailed information and observations.
• Support email and Microsoft Exchange-related issues, including access, synchronization, and configuration problems.
• Assist with application installation and troubleshooting, ensuring users can access and use required software.
• Configure and troubleshoot printer access and network drive mapping for end users.
• Address telephony-related issues, including VoIP and desk phone problems, in coordination with relevant teams.
• Resolve desktop workstation issues, including operating system, hardware, and basic configuration problems.
• Work effectively in an inbound service desk and call center operation, remaining in the call queue and at your workstation as required.
• Collaborate with a large team of service desk specialists and analysts, leveraging video teleconference (VTC) tools to coordinate with leadership and colleagues at other sites.

Essential Skills

• Completed and valid Security+ CE certification (non-negotiable requirement).
• At least an Interim Secret Clearance, with fully adjudicated Secret Clearance preferred.
• 04 years of IT experience: mid-level analysts may have 0 years of experience; senior -level analysts should have 34 years of experience.
• Bachelors degree may be used in lieu of up to 4 years of experience.
• Ability and willingness to work in an inbound service desk and call center environment, remaining on-site and in the call queue.
• Strong customer service skills and a professional, service-oriented mindset.
• Experience providing phone-based support to end users in a help desk or service desk setting.
• Ability to perform troubleshooting across Windows 10 workstations and common end-user applications.
• Familiarity with help desk and service desk operations, including ticketing systems and ITSM processes.
• Ability to follow established scripts, procedures, and escalation protocols accurately.
• Basic understanding of networking concepts, including Layer 1 connectivity, DNS, and IP addressing.
• Ability to manage multiple tickets and tasks simultaneously while maintaining accurate documentation.

Additional Skills and Qualifications

• Experience with IT Service Management (ITSM) ticketing systems; this is preferred but not strictly required.
• Prior help desk or help desk support experience in a call center or service desk environment.
• Experience working with Active Directory for password resets and basic account administration.
• Exposure to troubleshooting internet browsers, email/Exchange, and common desktop applications.
• Experience mapping printers and network drives and resolving related access issues.
• Familiarity with telephony troubleshooting, including VoIP and desk phone environments.
• Interest in pursuing additional certifications such as MS-900 to support career growth into IT support, Cyber Ops, NetOps, or SysOps roles.
• Ability to communicate clearly and professionally with both technical and non-technical users.
• Strong problem-solving skills and attention to detail when documenting and resolving incidents.

Work Environment

The position is fully on-site in New Orleans, Louisiana, at a facility supporting Marine Forces Reserve, the headquarters command for approximately 40,000 Selected Reserve Marines and 184 Reserve Training Centers across the United States. The New Orleans site serves as an alternate desk to a primary location in Kansas City, Missouri, where much of the leadership sits, and is connected via video teleconference (VTC) for coordination and communication. The local environment includes approximately 30 Service Desk Specialists and around 143 total analysts, creating a large, team-oriented service desk operation. Work is performed in a call queue within a cubicle-based office setting, with a strong focus on continuous phone and online support for end users. You will work at a desk using standard service desk technologies, including Windows 10 workstations, ITSM ticketing tools, and collaboration systems. The environment is structured, process-driven, and mission-focused, with expectations that staff remain at their workstation and in the call queue during scheduled work hours.

Job Type & Location

This is a Contract position based out of New Orleans, LA.

Pay and Benefits

The pay range for this position is $31.36 - $33.65/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)

Job Type & Location

This is a Contract position based out of New Orleans, LA.

Application Deadline

This position is anticipated to close on Oct 30, 2026.

Workplace Type

This is a fully onsite position in New Orleans,LA.

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.