Service Desk Analyst

IT Support Service Desk Analyst:

Top Skills' Details

• 1–3 years of experience in a service desk or technical support role

• Basic understanding of Windows operating systems and standard business applications

• Strong troubleshooting and problem-solving skills

• Ability to prioritize and manage multiple tasks in a fast-paced environment

• Strong written and verbal communication skills

• Customer-focused mindset with attention to detail

Description:

This role will serve as a front-line support resource, handling incident intake, request fulfillment, and basic troubleshooting. Responsibilities include ticket management, user support, and asset tracking within ServiceNow, along with escalation of more complex issues to Tier 2/3 teams.

Skills & Qualifications:

The Tier 1 Service Desk Support Analyst serves as the first point of contact for all IT-related incidents and service requests. This role is responsible for providing timely, accurate, and customer-focused support while ensuring proper documentation, triage, and resolution of issues using the ServiceNow platform for IT Service Management and asset tracking.

• Act as the primary contact for end users via phone, email, and portal submissions

• Log, categorize, prioritize, and manage incidents and requests in ServiceNow

• Perform initial troubleshooting for common issues including:

• Password resets and account unlocks

• Hardware/software support (laptops, desktops, mobile devices)

• Network connectivity (VPN, Wi-Fi, basic access issues)

• Email and collaboration tools (e.g., Outlook, Teams)

Additional Tasks:

• Fulfill standard service requests such as software installations, access requests, and equipment provisioning

• Escalate complex issues to Tier 2/3 support teams following defined procedures

• Maintain accurate and complete ticket documentation, including resolution steps

• Monitor ticket queues to ensure SLA compliance and timely responses

• Assist with onboarding and offboarding tasks (account setup, equipment assignment/recovery)

• Update and utilize knowledge base articles to improve first-call resolution

• Track and update IT assets within ServiceNow

• Provide a high level of customer service and clear communication to all users

Job Type & Location

This is a Contract position based out of Rensselaer, NY.

Pay and Benefits

The pay range for this position is $19.00 - $24.00/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 Rensselaer,NY.

Application Deadline

This position is anticipated to close on May 29, 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.