Description

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

• Build rapport and elicit problem details from service desk customers.

• Escalate problems (when required) to the appropriately experienced technology staff.

• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge base articles, and FAQ resources to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the firm.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Provide after-hours support as part of an on-call rotation with other team members.

• Other duties as assigned.

Skills

Help desk, Troubleshooting, Customer service, Active directory, Servicenow, End user support, Office 365, Hardware

Top Skills Details

Help desk,Troubleshooting,Customer service,Active directory,Servicenow,End user support,Office 365,Hardware

Additional Skills & Qualifications

Ensure proper computer operation so that end users can accomplish business tasks. Service Desk Analyst will be receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools as well as require giving in-person, hands-on help at the desktop level. Service Desk Analyst may also be tasked with setting up new equipment, installing applications, and making sure procedures are kept up to date. This job may require travel to remote offices or working outside of normal business hours as needed.

The role reports to the Service Desk Manager and will work closely with the Service Desk and Desktop Support teams, as well as with all technology staff.

Experience Level

Expert Level

Pay and Benefits

The pay range for this position is $24.00 - $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 Grand Rapids,MI.

Application Deadline

This position is anticipated to close on Mar 14, 2025.

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.