Onsite IT Support Analyst: Windows & Mac | ServiceNow

TEKsystems; Pleasanton (CA); On-site; USD 39,000 - 44,000; Full time

Job summary

TEKsystems in Pleasanton, CA is seeking an IT Support Analyst to provide frontline technical assistance to internal employees and contractors, handling hardware, software, account access, and network concerns with a strong focus on customer service.

The role involves onsite desktop and peripheral support, ticketing in ServiceNow, onboarding/offboarding activities, MFA and password resets, and collaboration with senior teams for complex issues. Occasional after-hours support may be required.

Qualifications

• 3+ years of experience in a Help Desk, Service Desk, Desktop Support, or similar IT support role.
• Experience supporting Windows and/or macOS environments.
• Working knowledge of Microsoft 365 applications and services.
• Understanding of basic networking concepts, including DNS, DHCP, and Wi‑Fi connectivity.
• Experience using ticketing and asset management systems such as ServiceNow.
• Experience with remote support tools, including Bomgar or similar platforms.
• Proficiency troubleshooting hardware, software, and user access issues.
• Strong customer service, communication, and interpersonal skills.
• Ability to work independently and effectively manage multiple priorities.
• Experience documenting technical issues and resolutions within a ticketing system.
• Ability to work onsite Monday through Friday during standard business hours.

Responsibilities

• Provide first-level technical support for hardware, software, network, and user account issues.
• Deliver onsite support for desktops, laptops, printers, mobile devices, conference room technology, and peripheral equipment.
• Troubleshoot and resolve common technical issues, escalating more complex incidents to senior support teams when necessary.
• Create, document, update, and close tickets within ServiceNow while maintaining accurate resolution notes.
• Support employee onboarding and offboarding activities, including device deployment, account provisioning, and access management.
• Assist users with password resets, multifactor authentication (MFA), and access requests.
• Install, configure, and support standard business applications and security tools.
• Maintain hardware inventory, asset tagging, and equipment tracking through ServiceNow and asset management tools.
• Coordinate shipment of laptops and IT equipment to remote employees and new hires.
• Facilitate the return and recovery of company-owned hardware from departing employees.
• Provide audio/visual support for meetings, executive presentations, town halls, and conference room technology.
• Follow established IT processes, knowledge base documentation, and escalation procedures.
• Deliver professional, customer-focused support while communicating effectively with end users.
• Participate in occasional after-hours or weekend support as business needs require.

Skills

Help Desk

Desktop Support

Service Desk

Windows/macOS

Microsoft 365

Networking basics

Password Resets & MFA

Remote Support Tools

Documentation

Tools

ServiceNow

Bomgar

Active Directory

Job description

TEKsystems in Pleasanton, CA is seeking an IT Support Analyst to provide frontline technical assistance to internal employees and contractors, handling hardware, software, account access, and network concerns with a strong focus on customer service.

The role involves onsite desktop and peripheral support, ticketing in ServiceNow, onboarding/offboarding activities, MFA and password resets, and collaboration with senior teams for complex issues. Occasional after-hours support may be required.