Desktop Support Analyst

We are hiring a Desktop Support Analyst to deliver assistance for end-users facing software and hardware issues. Processes include monitoring the incident management queue and resolving customer issues within established service level timeframes, which is essential to maintaining operational efficiency and end-user satisfaction. DUTIES

• Address escalated customer requests and incidents from the Service Desk.
• Provide prompt, exceptional service for both on-site and remote employees.
• Diagnose issues, providing resolutions per established procedures, and ensuring end users can resume their job responsibilities.
• Accurately track company PC assets, update knowledgebase information, and contribute to IT projects.
• Maintain expertise with Windows 11 operating system, including configuration and troubleshooting.
• Work with MacOS devices
• Diagnosing employee application access issues within Active Directory
• Troubleshoot within the Microsoft 365 suite (Teams, OneDrive, Outlook, SharePoint).
• Understand software installation, configuration and troubleshooting.
• Utilize virtualization technologies such as VMware and Citrix.
• Support employees in a bring-your-own-device environment using mobile application management (MAM) - Microsoft Authenticator, Outlook, OneDrive, etc. - to access corporate data on personal iOS/Android devices.
• Demonstrate knowledge of networking concepts and troubleshoot to support in-office and remote employees with wired and wireless connectivity issues.
• Diagnose, repair and replace hardware components (laptops, desktops, peripherals).
• Image tools to perform hardware upgrades and device refreshes.
• Review and update knowledge base articles as assigned.
• Participate in knowledge-sharing sessions within the team, enabling all members to stay current with system updates and best practices.
• Contribute to IT projects, ensuring the team's successful delivery of IT initiatives (e.g., hardware/software deployments).
• Perform root cause analysis and provide proactive recommendations to improve system performance and user experience.
• Demonstrate excellence in providing exceptional customer support and technical assistance in a courteous, prompt and professional manner.
• Oversee multiple customer requests and prioritize tasks in a demanding environment, ensuring prompt resolution within SLA (Service Level Agreement) timeframes.
• Ability to work effectively within a remote team environment and independently with minimal supervision.
• Participate in team discussions to contribute to a positive support environment.
• Collaborate with cross-functional teams, such as IT cybersecurity and network teams, as part of the troubleshooting process.

• Desktop Support
• Hardware
• Software
• Service Desk
• Windows/MAC
• Active Directory
• O365
• VMware
• Citrix
• PowerShell

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 West Des Moines,IA.

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.