Onsite IT Service Desk Specialist (User Support)

TEKsystems; Golden Valley (MN); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Paid time off (PTO)

Job summary

TEKsystems seeks a Service Desk Analyst in Golden Valley, MN for a contract position. You will provide customer service and technical support to employees, manage tickets via email, ticketing system or phone, and escalate as needed for resolution.

Responsibilities include handling calls, creating and updating tickets, following escalation protocols, documenting resolutions, and maintaining HIPAA compliance. Strong problem-solving and communication skills are required.

Qualifications

• Experience in handling service desk inquiries and resolving issues with a customer-first approach.
• Knowledge of ticketing systems, email, and phone-based support workflows.
• Familiarity with HIPAA and regulatory compliance is a plus.

Responsibilities

• Handle incoming calls, tickets and emails timely and within service level timelines while providing excellent customer service to clients
• Ensure tickets are created for all client interactions
• Understand and deliver on ticket escalation protocols
• Own the responsibility of tickets by ensuring statuses are kept current, documentation is clear and issues are resolved
• Report progress to clients and notify them of resolutions through various documentation
• Create documentation on frequently asked questions for use with other Service Desk Analysts
• Maintain compliance with HIPAA and other regulatory requirements
• Perform other duties as assigned
• Demonstrate strong problem solving, time management, and communication skills
• Achieve 1st call resolution and maintain clear documentation of issues and resolutions
• Adapt to an ever-changing environment and work well in a team or independently

Skills

Help desk

Support

Help desk support

Troubleshooting

Service desk

Customer service

Windows 10

Active directory

Job description

TEKsystems seeks a Service Desk Analyst in Golden Valley, MN for a contract position. You will provide customer service and technical support to employees, manage tickets via email, ticketing system or phone, and escalate as needed for resolution.

Responsibilities include handling calls, creating and updating tickets, following escalation protocols, documenting resolutions, and maintaining HIPAA compliance. Strong problem-solving and communication skills are required.