Helpdesk Analyst

Job Description

Job Description

Overview

We are seeking a customer-focused Help Desk Support Analyst to provide first-level technical support for internal and external users in a global enterprise environment. This role is responsible for handling incoming phone calls, emails, and support tickets, diagnosing technical issues, resolving common incidents, and escalating complex problems when necessary. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer service.

• Serve as the first point of contact for IT support requests from internal and external users across multiple regions and time zones.
• Receive, document, prioritize, and manage support requests through phone, email, and ticketing systems.
• Troubleshoot and resolve issues related to hardware, software, operating systems, account access, password resets, and general IT incidents.
• Perform initial incident triage and determine appropriate resolution paths or escalation requirements.
• Support enterprise desktop and laptop environments through remote troubleshooting and diagnostics.
• Assist users with Microsoft applications, system access, and common technology-related issues.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and service requests.
• Escalate unresolved issues to appropriate technical teams while maintaining communication with end users.
• Follow established service management processes and best practices.
• Contribute to knowledge base documentation and process improvement efforts.

• Technical Vocational Degree, Associate Degree, or Bachelor's Degree in Computer Science, Information Technology, Information Systems, or a related field.
• 1-2 years of experience in a Help Desk, Technical Support, Desktop Support, or IT Support role.
• Experience supporting users in a high-volume, fast-paced service environment.
• Strong knowledge of computer hardware, software, and operating systems within an enterprise environment.
• Experience performing remote troubleshooting and hardware/software diagnostics.
• Familiarity with Active Directory user account administration and password management.
• Understanding of common troubleshooting methodologies and incident management processes.
• Excellent verbal and written communication skills.
• Strong English language proficiency with the ability to support a global user base.

• Experience supporting enterprise environments with geographically dispersed users.
• Familiarity with ticketing systems and IT service management platforms.
• Knowledge of ITIL concepts and service desk best practices.
• Experience using remote support and diagnostic tools.
• Exposure to Microsoft technologies, enterprise applications, and user administration tasks.

• Exceptional customer service and relationship-building abilities.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Ability to explain technical concepts to users with varying levels of technical expertise.
• Self-motivated with the ability to prioritize and manage multiple tasks effectively.
• Strong teamwork and collaboration skills.
• Ability to remain composed and effective in high-pressure situations.
• Strong organizational and documentation skills.
• Ability to research technical issues independently and identify effective solutions.
• Commitment to continuous learning and professional development.

• Windows Operating Systems
• Active Directory
• Microsoft Office Suite
• Remote Support Tools
• Ticketing Systems
• Hardware & Software Troubleshooting
• Password Management & Account Administration
• IT Service Management (ITIL)

Job Type & Location

This is a Contract position based out of Seneca Falls, NY.

The pay range for this position is $20.00 - $23.00/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 Seneca Falls,NY.

This position is anticipated to close on Oct 3, 2026.

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.

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.