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# Help Desk Support Technician

- **Company:** TEKSYSTEMS INC.
- **Location:** Springfield, MO, United States
- **Experience:** Experienced
- **Salary:** $79,040.0 - $83,200.0
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Windows, Active Directory, Issue Tracking Systems, Information Technology, Servicenow
- **Published:** September 18, 2026
- **Apply:** https://www.techcareers.com/job.asp?id=3397731575&tx=KJ4949FFL&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54

## About the Role

Help desk support, Customer support, Customer service, Troubleshooting, Service desk, Active directory, Windows 10, Help desk, Technical support, Phone support, Windows operating systems, Ticketing system, servicenow, * Some hands-on deskside or field support experience.

 * Associate's or Bachelor's degree in Computer Science or related field.
 * IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar., * Primarily office-desk based with occasional on-site support.
 * Ability to lift and/or move IT equipment such as desktops, monitors, and printers as needed., * Customer Focus
 * Problem Solving
 * Active Listening
 * Clear Communication
 * Multitasking
 * Collaboration
 * Organization
 * Adaptability
 * Attention to Detail

Experience Level

Intermediate Level

## Description

The Service Desk Analyst - Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk. This position is 100% Service Desk focused. This resource ensuring consistent user experience, timely incident resolution, and local hands-on support.

The position requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams to ensure timely incident resolution and a positive end-user experience., Service Desk Analyst Responsibilities

 * Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.
 * Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.
 * Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).
 * Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.
 * Resolve tickets using published Knowledge Base (KB) articles and documented processes.
 * Escalate incidents to higher-level support teams when necessary, following defined escalation procedures.
 * Adhere to Service Level Agreements (SLAs) for response and resolution times.
 * Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.
 * Coordinate with technical teams to provide timely and accurate updates to users until resolution.
 * Participate in knowledge base creation, updates, and continuous improvement activities.
 * Identify recurring issues and communicate trends or operational challenges to leadership.
 * Maintain a high level of customer service and professionalism in all interactions.


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