Regional IT Service Desk Specialist

TEKsystems

Springfield (MO)

On-site

USD 52,000 - 55,000

Full time

2 days ago

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Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability benefits

HSA

Job summary

TEKsystems is seeking a Service Desk Analyst to provide first‑level IT support for end users in a Springfield, MO environment. The role focuses on delivering a consistent user experience, timely incident resolution, and local hands‑on support.

Responsibilities include handling tickets via phone/email, troubleshooting hardware and software issues, logging in ServiceNow, and adhering to SLAs while collaborating with internal IT teams to ensure fast, accurate updates and a high level of customer

Qualifications

Hands‑on deskside or field support experience preferred.
Associate’s or Bachelor’s degree in Computer Science or related field.
IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar.

Responsibilities

Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.
Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.
Log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).
Diagnose issues by gathering detailed information and following troubleshooting procedures.
Resolve tickets using published Knowledge Base articles and documented processes.
Escalate incidents to higher-level support teams as needed and adhere to SLAs.
Notify appropriate teams for critical incident management and provide updates to users until resolution.
Coordinate with technical teams to deliver timely updates and resolution.