Service Desk Analyst

TEKsystems
$21.00 - $24.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, California, El Dorado Hills
Mar 22, 2025
Description CANDIDATE MUST LIVE IN CALIFORNIA Short Description At the IT Service Desk, you deliver Customer Excellence Focused Support to end users by Leveraging cutting-edge technology with IT Service Management products and self-service/automated solutions for the customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role, you will be responsible for the remote support to users with technical problems and information technology issues involving personal computers and network services in an advanced network environment. Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services and related peripherals to local and remote access users. Provides end-user support and general training in various software packages and in-house developed software. Provides ticket status updates and metric reports to management. Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to Service Desk IT support. * Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions. * Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users. * Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software. * Provides case status updates and metric reports to management. * Develops, documents, implements and audits standard operating procedures and customer service guidelines relating to remote IT support. * Increased production standards. * Increased CSAT goals. * Assist with knowledge article creation. * SME for critical business function/services. * Other duties as assigned. * MAC experience preferred. * Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions. * Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users. * Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software. * Provides case status updates and metric reports to management. * Develops, documents, implements and audits standard operating procedures and customer service guidelines relating to remote IT support. * Increased production standards. * Increased CSAT goals. * Assist with knowledge article creation. * SME for critical business function/services. * Other duties as assigned. * MAC experience preferred. Skills desktop, troubleshooting, Support, Customer service, Windows, Phone support, Ticketing system, sccm, windows 10, active directory, microsoft exchange, microsoft azure Top Skills Details desktop,troubleshooting,Support,Customer service,Windows,Phone support,Ticketing system Additional Skills & Qualifications * Requires an associate degree or equivalent experience. * Requires at least 1 - 2 years of prior Service Desk experience in a high volume IVR based call center. * Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, Service Now. * MAC experience would be preferred but not required. Experience Level Intermediate Level Pay and Benefits The pay range for this position is $21.00 - $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 hybrid position in El Dorado Hills,CA. Application Deadline This position is anticipated to close on Apr 4, 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.