Help Desk Support Analyst

This Level 1 Help Desk Support role provides front-line technical assistance to end users in a fast-paced, hybrid work environment. You will respond to a high volume of incoming calls and email tickets, troubleshoot common desktop and application issues, and ensure that users receive timely, professional support. During the first few weeks, you will receive structured training, shadow experienced technicians, and use the internal knowledge base to become familiar with the organizations applications and processes., * Log into the phone system daily and handle approximately 3040 incoming support calls from end users.

• Monitor personal email and ticket queue to promptly respond to dispatched and assigned ServiceNow tickets.
• Provide Level 1 phone support for end users, delivering clear, courteous, and professional customer service.
• Troubleshoot and support Windows 10 and Windows 11 desktops, including common operating system and user issues.
• Support Microsoft 365 applications such as Word, Excel, PowerPoint, and remote desktop capabilities.
• Assist users with Skype and Microsoft Teams, including basic usage, connectivity, and feature support.
• Perform Tier 1 Active Directory tasks, including password resets and account unlocks, while following established access control procedures.
• Support remote users, including basic VPN connectivity troubleshooting and guidance.
• Use the ServiceNow ticketing system to log, track, update, and close incidents and service requests in accordance with help desk processes.
• Follow documented procedures and leverage the internal knowledge base to resolve issues efficiently and consistently.
• Collaborate with lead technicians and teammates, escalating issues appropriately when they require higher-level support.
• Participate in initial and ongoing training to learn internal applications, tools, and support standards.
• Maintain accurate and detailed documentation of work performed, including steps taken and resolutions provided.
• Work effectively in a fast-paced environment, managing multiple tickets and calls while meeting response and resolution expectations.
• Build positive working relationships with end users and team members, demonstrating patience, professionalism, and strong communication skills.

Westchester, IL*Remote

Patience Equities Operations ServiceNow Communication Phone Support Microsoft 365 Issue Tracking Quick Learning Detail Oriented Professionalism Microsoft Excel Access Controls Microsoft Teams Customer Service Active Directory Rapport Building Self-Sufficiency Operating Systems Technical Support Help Desk Support Business Valuation Microsoft PowerPoint Microsoft Windows 10 Technical Assistance Organizational Skills Full Stack Development Call Center Experience Effective Communication Business Transformation Remote Desktop Services Verbal Communication Skills Common Desktop Environments Interpersonal Communications Virtual Private Networks (VPN) Troubleshooting (Problem Solving), * Demonstrated experience in help desk or technical support handling phone-based end user inquiries.

• Strong written and verbal communication skills to interact effectively with many levels of end users and teammates.
• Proven ability to deliver professional, customer-focused service in a high-volume support environment.
• Hands-on experience supporting Windows 10 and Windows 11 operating systems.
• Experience supporting Microsoft 365 applications, including Word, Excel, PowerPoint, and remote desktop capabilities.
• Familiarity with Skype and Microsoft Teams for user support and basic troubleshooting.
• Tier 1 Active Directory experience, including password resets and account unlocks, without provisioning or creating accounts.
• Knowledge of supporting remote users, including basic VPN connectivity and troubleshooting.
• Experience using an enterprise ticketing system, preferably ServiceNow, to manage and track support requests.
• Ability to work independently and be self-sufficient while adhering to established processes and procedures.
• Comfort working in a fast-paced environment and managing multiple tickets and calls simultaneously.
• Strong interpersonal skills with the ability to build rapport and work collaboratively with team members.

Additional Skills and Qualifications

• Experience in a Level 1 help desk or call center environment handling 3040 calls per day is a plus.
• Prior exposure to large, enterprise IT environments and internal application support.
• Ability to quickly learn new systems and processes through training, shadowing, and use of a knowledge base.
• Strong organizational skills with attention to detail in ticket documentation and follow-up.
• Adaptability to changing priorities and willingness to take on new tasks as needed., 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., Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.