Senior IT Support Analyst - Service Desk & Automation

TEKsystems

Bethesda (MD)

On-site

USD 41,000 - 62,000

Part time

4 days ago

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Benefits offered by this job

Medical, dental & vision

401(k) retirement plan

Life Insurance

Transportation benefits

Job summary

TEKsystems is seeking an IT Support Analyst II (Service Desk) in Bethesda, MD. This senior anchor will handle escalations beyond Tier 1, mentor junior staff, and drive small-scale service improvements.

You will analyze patterns, perform RCA, and automate repetitive requests to boost efficiency. The role emphasizes leadership in Tier 2/3 issue resolution, automation of onboarding and password reset workflows, and collaboration with Security and DevOps to ensure policy alignment.

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.

Responsibilities

Act as senior escalation point for complex hardware, software, and OS issues (Windows/macOS). RCA on recurring disruptions and implement permanent fixes.
Lead small-scale Help Desk initiatives such as hardware refresh cycles or software rollouts.
Identify and implement automation to improve First Contact Resolution and reduce ticket volume.
Mentor junior analysts and maintain Knowledge Base to elevate team capabilities.
Monitor SLA attainment and CSAT, collaborating with Security and DevOps to align workflows with policies.