Helpdesk Analyst

We are seeking a customer-focused and technically skilled Tier 1 Help Desk Technician to serve as the first point of contact for employees and customers requiring IT support. The ideal candidate will possess exceptional customer service skills, strong troubleshooting abilities, and a passion for helping others resolve technical issues efficiently and professionally. This role is responsible for providing timely support, documenting incidents, and escalating complex issues when necessary., * Serve as the primary point of contact for IT support requests via phone, email, chat, and ticketing systems.

• Deliver outstanding customer service while assisting users with hardware, software, network, and account-related issues.

• Diagnose and resolve basic technical problems related to desktops, laptops, mobile devices, printers, applications, and peripherals.

• Create, update, and maintain accurate support tickets and documentation.

• Follow established troubleshooting procedures and service desk processes.

• Escalate unresolved issues to Tier 2 or Tier 3 support teams as appropriate.

• Assist users with password resets, account access, and Microsoft 365 support.

• Maintain a positive and professional attitude while working with users of varying technical skill levels.

• Meet established service level agreements (SLAs) for response and resolution times.

• Contribute to knowledge base articles and support documentation.

• Participate in system deployments, upgrades, and other IT initiatives as needed.

• 1+ years of customer service experience; IT support experience preferred.

• Basic understanding of Windows operating systems, Microsoft Office 365, and common business applications.

• Familiarity with ServiceNow, ticketing systems, and remote support tools is a plus.

• Strong verbal and written communication skills.

• Excellent problem-solving and analytical abilities.

• Ability to prioritize tasks and manage multiple support requests simultaneously.

• Strong attention to detail and documentation skills.

Customer Service Competencies

The successful candidate will demonstrate:

• Exceptional interpersonal and relationship-building skills.

• Patience, empathy, and professionalism in all customer interactions.

• Active listening skills and the ability to communicate technical concepts in simple terms.

• A commitment to delivering a positive customer experience.

• Strong conflict resolution and de-escalation skills.

• A customer-first mindset with a genuine desire to help others.

Success Metrics

• Customer satisfaction (CSAT) scores

• First-call resolution rate

• Ticket response and resolution times

• Quality and accuracy of ticket documentation

• Adherence to service desk processes and SLAs

Ideal Candidate: A friendly, dependable professional who combines strong technical aptitude with outstanding customer service skills and enjoys helping people solve technology challenges., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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.