Senior IT Service Desk Analyst: Escalations & RCA

TEKsystems; Chevy Chase (MD); Sur place; USD 41 000 - 62 000; Plein temps

Résumé du poste

TEKsystems in Bethesda, MD is seeking an IT Support Analyst II (Service Desk) to serve as the senior technical anchor for the Help Desk team. You will escalate complex issues, mentor junior staff, and lead small-scale service improvements while ensuring alignment with security policies and ITIL practices.

You will drive root-cause analysis, automate repetitive tasks, and monitor SLA/CSAT metrics. This onsite role requires strong Windows/macOS knowledge, ITSM experience, and collaboration with

Qualifications

• 2+ years of progressive Help Desk or Service Desk experience, moving from high-volume Tier 1 support to complex Tier 2/3 problem-solving.

Responsabilités

• Act as final escalation point for complex hardware, software, and OS issues (Windows/macOS). RCA on recurring disruptions to implement permanent fixes.
• Lead small-scale Help Desk initiatives, such as hardware refresh cycles, new software rollouts, or office migrations.
• Identify and implement automation to reduce ticket volume and improve First Contact Resolution.
• Lead peer-to-peer training sessions and maintain the internal Knowledge Base (KB).
• Track and report Help Desk metrics (SLA attainment, CSAT) and coordinate with Security/DevOps.

Connaissances

Tier 2 Support

Windows

macOS

Intune

Jamf

Entra ID

Microsoft 365

Google Workspace

PowerShell

ITSM

Zendesk

Jira

Automation

RCA

Executive Support

Documentation

Knowledge Base

Hardware Support

Software Deployment

ITIL

SLA

CSAT

Mentoring

Outils

Zendesk

Jira Service Management

Intune

Jamf

Entra ID

Description du poste

TEKsystems in Bethesda, MD is seeking an IT Support Analyst II (Service Desk) to serve as the senior technical anchor for the Help Desk team. You will escalate complex issues, mentor junior staff, and lead small-scale service improvements while ensuring alignment with security policies and ITIL practices.

You will drive root-cause analysis, automate repetitive tasks, and monitor SLA/CSAT metrics. This onsite role requires strong Windows/macOS knowledge, ITSM experience, and collaboration with