IT Support Analyst - Hybrid (Imaging, AD & Ticketing)

TEKsystems; High Point (NC); Hybrid; USD 28,000 - 37,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability insurance

HSA

Employee Assistance Program

Job summary

TEKsystems is hiring a Support Analyst I to provide day-to-day technical support for hardware and software systems from a High Point, NC location. You will handle imaging, inventory, mobile device setup, and customer-facing documentation while ensuring SLA-aligned resolutions and professional client communication.

The role emphasizes escalation when needed, cross-training, and leadership in projects. A strong background in help desk operations and ticket-based environments is expected.

Qualifications

• 3+ years of experience within Service Desk and/or onsite Desktop Support role
• Active Directory troubleshooting experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)
• Ticketing experience (prefer ServiceNow)
• Excellent customer service skills
• Strong communication and multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)

Responsibilities

• Support Analyst will be logged in at all times to answer calls, and monitor self service queues and requests.
• Provide complex and unique technical troubleshooting assistance to customers across all business units.
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Assess situations and recognize when escalation is needed and/or required.
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
• Delivery various reports.
• Develop documentation and customer facing FAQ's.
• Recommend improvements for quality and consistency.

Skills

Help desk

Remote access

SCCM

VPN

Active Directory

Software install

Imaging

Technical support

Customer service

Job description

TEKsystems is hiring a Support Analyst I to provide day-to-day technical support for hardware and software systems from a High Point, NC location. You will handle imaging, inventory, mobile device setup, and customer-facing documentation while ensuring SLA-aligned resolutions and professional client communication.

The role emphasizes escalation when needed, cross-training, and leadership in projects. A strong background in help desk operations and ticket-based environments is expected.