New

Service Desk Analyst

TEKsystems
$20.00 - $35.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Massachusetts, Boston
Jul 11, 2025
Description The Level One Service Desk Agent is the first point of contact for IT-related support requests from employees and contractors. This role supports a dynamic environment involving Windows, macOS, and mobile platforms, and is essential for ensuring continuity and responsiveness across all aspects of user-facing IT. The ideal candidate will demonstrate strong communication, problem-solving, and technical skills, with the ability to triage a wide variety of issues and escalate appropriately when needed. Responsibilities: Respond promptly to IT tickets, emails, and calls with courteous and professional support. Troubleshoot and resolve Level One IT issues related to: oEnd-user hardware (laptops, mobile phones, peripherals) oStandard applications (Microsoft 365, Teams, VPN, antivirus, etc.) oOperating systems (Windows/macOS) oUser accounts, access, and password resets Log all service desk interactions in the IT service management (ITSM) tool, accurately documenting issues, troubleshooting steps, and resolutions. Route complex or unresolved issues to Level Two/Three IT support personnel. Support employee onboarding/offboarding tasks including device provisioning, email and account setup, and deprovisioning allocated software licenses. Perform basic AV and meeting room troubleshooting and support via remote tooling. Create and maintain internal knowledge base articles for common procedures and troubleshooting. Participate in quality improvement initiatives and provide feedback to improve user experience. Skills & Qualifications * Associate's degree or relevant coursework in IT, Computer Science, or a related discipline; equivalent experience considered. * 1-2 years of experience in an IT service desk or support environment. * Working knowledge of: * Microsoft Windows and macOS systems * Office 365 productivity suite * Basic networking concepts (Wi-Fi, VPN, DHCP) * Ticketing systems (e.g., ServiceNow, Jira) * Strong interpersonal and communication skills, with a customer-first mindset. * Ability to follow procedures, escalate effectively, and prioritize tasks. * IT certifications such as CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundations are a plus. Pay and Benefits The pay range for this position is $20.00 - $35.00/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 Boston,MA. Application Deadline This position is anticipated to close on Jul 24, 2025. h4>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.