IT Service Desk Analyst

One of TEKsystems’ top clients is looking for a highly motivated, customer-focused IT Service Desk Analyst to join their internal IT support team. This team is known for delivering five-star service to internal customers, driving first-contact resolution, and maintaining a high standard of support across the organization. If you thrive in a fast-paced, high call volume environment and genuinely enjoy helping people, this is a great opportunity.

What You’ll Be Doing

• Serving as the single point of contact for all phone and email support requests from internal employees
• Troubleshooting basic software and hardware issues via phone, resolving upon first contact whenever possible
• Logging and fully documenting all cases in the service desk tool and escalating to appropriate resolver groups
• Performing basic support functions including password resets, account unlocks, and Active Directory group changes
• Providing how-to assistance on all internally supported devices, applications, and systems
• Escalating unresolved issues to Level 2 and Level 3 subject-matter experts per SLA guidelines
• Contributing to the creation and maintenance of knowledge articles, FAQ documents, and user guides
• Building strong working relationships with Level 2 and Level 3 teams to ensure seamless service delivery

• Hands-on help desk or service desk experience - high call volume environment experience strongly preferred
• Mac support experience required - this is a hard requirement, not a nice-to-have
• Windows experience required - functional knowledge of Microsoft Active Directory expected
• CompTIA A+ certification required
• Competency in MS Office Suite
• Strong customer service orientation - empathy, active listening, and a genuine desire to help are essential
• Strong documentation skills and attention to detail
• Ability to prioritize and execute in a high-pressure, fast-paced environment
• Must be local to Minneapolis, MN and available to work on-site two days per week
• Must be available for the 2:00 PM - 10:00 PM shift Monday through Friday

Bonus Points

• ServiceNow or comparable enterprise ticketing system experience
• ITIL certification, 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.