Service Desk Analyst

TEKsystems; Lowell (AR); In loco; USD 28.000 - 34.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Time Off / Paid Time Off

Descrizione del lavoro

TEKsystems in Lowell, AR seeks an IT Service Desk Analyst to support internal/external users. You will handle Tier 1 incidents, respond to requests, maintain tickets, create knowledge articles, and participate in Service Desk projects.

Shift includes on-site days, nights, and weekends; contract-to-hire after 6 months; comprehensive benefits available. Strong English, de-escalation, multitasking, and Windows troubleshooting are essential; familiarity with AI tools and ITSM like ServiceNow is

Competenze

• Bachelor's degree in IT or equivalent; on-site in fast-paced, high-volume environment.
• At least 24 years of experience providing service desk, help desk, technical support, or customer support services.

Mansioni

• Provide Tier 1 IT support via phone and ITSM.
• Respond to service requests and incidents; escalate where needed.
• Maintain ticket hygiene with timely updates and closure documentation.
• Author and maintain knowledge articles/runbooks to reduce repeats.
• Participate in Service Desk projects as assigned.
• Night/day rotation includes on-site shifts in Lowell, AR.

Conoscenze

Troubleshooting

Service desk

Technical support

Windows

Active Directory

Desktop

Phone support

ServiceNow

AI tools

Formazione

Bachelor's degree in IT

Strumenti

Copilot

ChatGPT

Clause

Power Automate

Flow

PowerShell

Scripting

AI prompts

Descrizione del lavoro

Description

Under general supervision, the position is responsible for the ongoing support of internal and external end users. The incumbent is also responsible for responding to service requests and incidents, capturing event information, providing troubleshooting, and forwarding more complex and specialized incidents to relevant teams within the enterprise. The incumbent is also responsible for managing and participating in select Service Desk projects.

Tracks and evaluates personal service metrics, including service success rates, to ensure performance aligns with goals set by management.

Handle ~500 inbound support interactions per month per agent; provide Tier 1 support via phone and ITSM.

Resolve common Tier 1 issues (password resets, account unlocks, basic access, standard app/endpoint issues).

Service as a escalation support for Tier 1, and Resolve Tier 2 incidents/requests requiring deeper troubleshooting (identity/access, endpoint configuration, enterprise apps).

Perform independent analysis to determine probable cause and next-best action; document rationale.

Participates in Service Desk projects as assigned

Maintain ticket hygiene: timely updates, customer communication, and closure documentation

Author and maintain knowledge articles/runbooks; reduce repeat contacts and escalations.

Exact night hours - 1 month on Days M-F, 8-5 (ish). Then regular shift will be Every Other Saturday Night, Sun, Mon, Tue 6pm - 6am. -- There may be requests to work odd nights, or possibly shift adjustments based on workload and team needs.

Contract-to-hire length - 6mo - but no guarantee here, you know how it goes.. We can shoot for that.. but budgets and everything else might not align.

Ticketing system - ServiceNow

Any AI/automation tools theyll touch - Copilot, ChatGPT, Clause, PowerAutomate, Flow, Software Dev, Powershell, Scripting

Top 23 must-haves:

• o Strong English communication skills.
• o Experience with de-escalation techniques and remaining calm under pressure.
• o Demonstrates excellent multitasking, effectively handling phone calls, chats, team needs, and paperwork in real time.
• o Proven customer service experience, ideally with extensive phone support.
• o Strong Windows troubleshooting and issue resolution skills.
• o Experience with AI tools, including prompting and agents; familiarity with vibe-coding.

Skills

• Troubleshooting, Service desk, Technical support, Windows, Help desk, Support, Help desk support, Customer service, Active directory, Desktop, Phone support, Servicenow

Top Skills Details

• Troubleshooting,Service desk,Technical support,Windows

Additional Skills & Qualifications

Minimum Qualification Bachelors degree in an IT-related discipline, or a comparable combination of education, training, and professional experience. At least 24 years of experience providing service desk, help desk, technical support, or customer support services. Must be able to work on-site in a fast-paced, high-volume environment, including independent troubleshooting and escalation handling.

Preferred Qualification Demonstrated customer service experience in a high volume support environment, with knowledge of ITSM practices and AI enabled support capabilities. Experience using AI powered chatbots, virtual assistants, and AI enhanced knowledge tools to support ticket triage, resolution guidance, and knowledge management. Familiarity with creating and refining AI prompts, contributing to AI agent workflows for service desk use cases, and understanding AI limitations (e.g., bias, hallucinations, and data sensitivity) is preferred. Relevant certifications preferred (or willingness to obtain), including CompTIA A+, ITIL® 4 Foundation, and HDI SCA.

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Lowell, AR.

Pay and Benefits

The pay range for this position is $20.00 - $25.00/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)

Job Type & Location

This is a Contract position based out of Lowell, AR.

Application Deadline

This position is anticipated to close on Nov 13, 2026.

Workplace Type

This is a fully onsite position in Lowell,AR.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

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.

About TEKsystems and TEKsystems Global Services

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.

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.