Help Desk Support Analyst

Job Title: Help Desk Support Analyst
Job Description
The Help Desk Support Analyst provides primarily phone and remote support to over 1,700 users, resolving technical issues related to Windows 11, Microsoft Office 2016/365, Outlook, Active Directory, Citrix, VPN, mobile devices, MobileIron MDM, Intune, Zoom, and iManage document management. You use Ivanti as the main ticketing and IT service management platform while delivering a high level of customer service in a fast-paced, professional environment. The schedule for this role is Monday through Friday, 11:00 a.m. to 7:00 p.m.
Responsibilities

• Provide first-line phone and remote support to a large user base, handling the initial call from end users and accurately documenting issues in the ticketing system.
• Troubleshoot and resolve issues related to Windows 11, including operating system performance, configuration, and user profile problems.
• Support Microsoft Office 2016/365 and Outlook, including email configuration, calendar issues, and productivity application troubleshooting.
• Administer and troubleshoot user access and permissions in Active Directory, including account lockouts, password resets, and group membership changes.
• Support remote access technologies such as VPN and Citrix, including connectivity issues, authentication problems, and session performance.
• Provide support for mobile devices and mobile device management (MDM) platforms, including MobileIron and Intune, addressing configuration, security, and synchronization issues.
• Assist users with Zoom and other collaboration tools, including meeting setup, audio/video issues, and integration with other systems.
• Support iManage document management, including user access, document retrieval, and basic troubleshooting of document-related issues.
• Use Ivanti or similar ITSM tools to log, track, prioritize, and resolve incidents and service requests within defined service levels.
• Deliver excellent customer service by communicating clearly, setting expectations, and following up with users to ensure issues are fully resolved.
• Collaborate with team members and escalate complex issues to appropriate support tiers when necessary.
• Adhere to established procedures and best practices while contributing feedback to improve support processes and user experience.

Essential Skills

• At least 3-5 years of service desk or help desk support experience in a corporate environment.
• Proven experience taking initial calls from end users and providing first-line technical support.
• Strong troubleshooting skills with Windows 11 in a corporate setting.
• Hands-on experience supporting Microsoft Office 2016/365 and Outlook.
• Working knowledge of Active Directory, including user and access troubleshooting.
• Experience supporting VPN and remote access technologies.
• Experience supporting mobile devices and mobile device management (MDM) solutions.
• Experience with a ticketing or ITSM system such as Ivanti, ServiceNow, or a similar platform.
• Strong customer service skills with a focus on user satisfaction.
• Strong verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.

Additional Skills & Qualifications

• Experience with MobileIron MDM and Microsoft Intune.
• Experience supporting iManage document management systems.
• Experience working in a legal or professional services environment.
• Familiarity with Citrix environments and remote desktop technologies.
• Experience supporting Zoom and other collaboration tools.
• Ability to perform effectively in a high-pressure, fast-paced environment.

Why Work Here?
You join a thriving global organization that invests in bleeding-edge technology and modern tools, giving you the opportunity to work with advanced systems and expand your technical expertise. You become part of a professional team that values high-quality service, continuous improvement, and the opportunity to make a visible impact on end-user productivity. The consistent weekday schedule supports work-life balance while still offering a dynamic and challenging environment.
Work Environment
You work in a high-pressure legal firm environment that demands responsiveness, accuracy, and professionalism. The support team relies on technologies such as Windows 11, Microsoft Office 2016/365, Active Directory, Citrix, VPN, Ivanti, MobileIron, Intune, Zoom, and iManage. The role follows a Monday-Friday schedule from 11:00 a.m. to 7:00 p.m., supporting users who depend heavily on technology to meet tight deadlines and deliver critical work. The setting emphasizes a professional appearance and demeanor, with a strong focus on reliability, accountability, and consistent service quality.
Job Type & Location
This is a Contract position based out of New York, NY.
Pay and Benefits
The pay range for this position is $27.00 - $29.00/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 New York,NY.
Application Deadline
This position is anticipated to close on Jun 9, 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.