> Markdown version of [/jobs/ext/2199824-helpdesk-analyst](https://www.wearedevelopers.com/jobs/ext/2199824-helpdesk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Analyst - **Company:** TEKSYSTEMS INC. - **Location:** Omaha, NE, United States - **Salary:** $41,600.0 - $47,840.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Business Software, Desktop Computing, Issue Tracking Systems, Microsoft Office, Remote Service Software, Laptops, Servicenow - **Published:** August 23, 2026 - **Apply:** https://www.juju.com/job/00000000gon79z ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Robots are coming into the wild! 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