Service Desk Analyst

TEKsystems; Ames (IA); On-site; USD 26,000 - 28,000; Full time

Job summary

TEKsystems in Ames, IA is seeking a help desk technician to respond to and resolve customer requests, track them in ServiceNow, and provide information on applications and equipment. You will support via email, phone, remote, and in-person visits, addressing user needs and coordinating installations.

You will install and troubleshoot computer hardware and software, perform backups, and ensure devices are standardized, secure, and properly inventoried while engaging with ITS teams and student

Qualifications

• Experience with an enterprise ticketing system (ServiceNow).
• Onsite IT support experience preferred.
• Contract role based in Ames, IA.

Responsibilities

• Respond to and resolve customer requests by tracking them in the ticketing system.
• Provide information and instructions to users on applications and equipment.
• Provide support via email, phone, remote, and in-person visits.
• Identify technical needs and find resolutions to address business needs.
• Install, maintain, and troubleshoot computer equipment and software.
• Perform routine backup and restores of system and data files.
• Ensure devices are set up in a standard, secure, and consistent manner.
• Schedule customer installations and appointments.
• Maintain ITS and CorePlus inventories.
• Triage incidents and requests; ensure timely completion by students and staff.
• Attend team and campus meetings.
• Document procedures, checklists, and information for the team.
• Provide backup support for purchasing IT equipment.

Skills

Help desk

Technical support

Desktop

Customer service

Troubleshooting

Office 365

Imaging

Job description

Description

• Respond to and resolve customer requests and inquiries by tracking them in ticket management system
• Provide information and instructions to users on various applications and equipment
• Provide direct support via email, phone, remote, and in-person appointments
• Identify technical needs of customers and find resolutions to address business needs
• Install, maintain, and troubleshoot computer equipment and software
• Performs routine backup and restores system and data files
• Ensure devices are setup in a standard, secure, and consistent manner
• Schedule customer installations and appointments
• Ensure policies and standards are met and procedures are followed by staff
• Maintain/manage ITS and CorePlus customer inventories
• Triage incidents and requests, ensuring that students and FTEs are completing them in a timely manner
• Attend team, departmental, and campus meetings
• Provide guidance to student employees, including scheduling, training, and performance feedback
• Document procedures, checklists, and other information required by the team
• Provide backup support for purchasing CorePlus and Onsite requested IT equipment

Skills

Help desk, Technical support, Desktop, Customer service, Troubleshooting, Office 365, imaging

Top Skills Details

Help desk,Technical support,Desktop,Customer service,Troubleshooting

Additional Skills & Qualifications

Supporting an enterprise level ticketing system. (Service Now)

Job Type & Location

This is a Contract position based out of Ames, IA.

Pay and Benefits

The pay range for this position is $19.00 - $20.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Ames,IA.

Application Deadline

This position is anticipated to close on Sep 27, 2026.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.