Service Desk Analyst

Davita Inc.; Arbutus (MD); Hybrid; Full time

Job summary

A leading company seeks a Service Desk Analyst to provide support in a hybrid work environment. Responsibilities range from password resets to mid-level troubleshooting, ensuring effective assistance to users. Ideal candidates will have 1-2 years of relevant experience and strong communication skills, with benefits including medical, dental, and retirement plans.

Benefits

401(k) Retirement Plan

Medical, dental & vision

Life Insurance

Employee Assistance Program

Paid Time Off

Qualifications

• 1-2 years of helpdesk/call center support experience.
• Experience with help desk ticketing tools (Service Now, Ivanti).
• Ability to troubleshoot Windows-related issues.

Responsibilities

• Support end users via phone calls, emails, and chats.
• Troubleshoot and resolve technical issues.
• Work in a 24x7 capacity as part of a remote team.

Skills

call center customer service

call center operations

phone support

troubleshooting Windows issues

communication

Job description

life insurance, sick time, 401(k), retirement plan, remote work

United States, Maryland, Halethorpe

*Description*
The Service Desk Analyst has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users in a 24x7 capacity around the globe, with majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues.

Experience:
1-2 years of helpdesk / call center experience
1-2 years of experience working with "help desk ticketing tools" i.e. Service Now, Ivanti
Experience supporting Work from Home end-users
Experience working remotely yet as a team member

Skills:
Ability to troubleshoot common Windows related issues
Working knowledge of Active Directory
Working knowledge of Domain hierarchy
Working knowledge of Microsoft Windows OS
Microsoft Office Products including:
Word, Excel, Outlook, PowerPoint, Teams
Troubleshooting VPN Clients
Strong written and oral communication
Ability to learn and troubleshoot custom applications
Ability to search knowledge documentation and past tickets for solutions

Non-Technical Requirements:
Great "people skills" with demonstrated ability to communicate with a wide verity of end users including many that have little or no "technical" skills.
The ability to listen to the end user and understand their needs and perspectives.
Sense of urgency in supporting the end user - returning the ability for them to perform their job.

Hardware:
The successful candidate will be working remotely as part of a larger team. While the Client will provide a company laptop, there are some physical needs that the candidate will need to provide.
Secure/quiet location to work
Personal high speed internet connection (no hot spots or public internet locations)
Cell phone with good reception
Speakers/Mic to ensure quality audio during conversations, a USB headset will also be provided.
*Skills*
call center customer service, call center operations, phone support
*Top Skills Details*
call center customer service,call center operations,phone support
*Additional Skills & Qualifications*
Service Desk experience
*Experience Level*
Expert Level
*Pay and Benefits*
The pay range for this position is $18.00 - $20.00/hr.
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 hybrid position in Halethorpe,MD.
*Application Deadline*
This position is anticipated to close on Jun 7, 2025.
About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.

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