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# It Service Desk Analyst

- **Company:** TEKSYSTEMS INC.
- **Location:** Newark, DE, United States
- **Salary:** $45,760.0 - $52,000.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Active Directory, Ad Management, Microsoft Outlook, Azure Active Directory, Microsoft SharePoint, Peripherals, Information Technology, Laptops, Servicenow
- **Published:** October 26, 2026
- **Apply:** https://www.techcareers.com/job.asp?id=3474070180&tx=HT7367TTZ&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

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 highly skilled and customer-focused User Support Technician II to join our IT User Services team. This role is designed for an experienced support professional who thrives in a fast-paced environment and is passionate about delivering exceptional end-user experiences while solving more complex technical issues. In this role, you will act as a key escalation point for advanced troubleshooting, provide mentorship to Level I technicians, and contribute to the continuous improvement of IT services and processes., Provide multi-channel support via Service Desk tickets, Microsoft Teams, phone, and walk-up support

Troubleshoot and resolve moderately complex to complex issues, including:

o Windows 10/11 devices

o Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

o Hardware (laptops, peripherals, mobile devices)

Act as an escalation resource for Level I technicians

Deliver a high-quality customer experience with clear, professional communication

Device & Asset Management

Lead device configuration, deployment, and lifecycle management

Ensure asset inventory accuracy across procurement, tracking, and disposal

Oversee and optimize the loaner equipment program

Access & Identity Support

Manage user account provisioning, access changes, and escalations

Support Active Directory / Azure AD user account administration via AD Manager Plus

Assist with permission and access troubleshooting across enterprise systems

Operational Support & Process Improvement

Manage and document incidents and service requests in ServiceNow

Identify trends and recurring issues and drive root cause analysis and resolution

Develop and maintain knowledge base articles and documentation

Recommend and implement improvements to support processes and workflows

Onsite & Remote Support

Provide onsite support at the assigned location with occasional travel to other local sites as needed

Support remote employees using modern remote support tools