Service Desk Analyst

TEKsystems; United States; Remote; USD 25,000 - 32,000; Full time

Job summary

TEKsystems is seeking a Technical Support Analyst to join a fast-paced 24/7 environment supporting retail tech, network connectivity, and POS systems across locations. Ideal for candidates with networking fundamentals and strong customer service.

The role involves phone-based support, troubleshooting Cisco networking, POS devices, and Windows/Linux/M365, with opportunities on 2nd or 3rd shifts and training before transitioning to remote work.

Qualifications

• 3+ years in a technical support, help desk, NOC, or customer support role.
• Strong phone-based troubleshooting and customer service skills.
• Experience troubleshooting hardware and software issues.
• Hands-on experience supporting Cisco networking environments and connectivity.
• Familiarity with network monitoring tools and diagnostics.
• Excellent communication and documentation skills.
• Ability to explain technical concepts in simple terms.

Responsibilities

• Provide phone-based technical support for retail and corporate users.
• Troubleshoot POS systems, credit card readers, receipt printers, and peripherals.
• Diagnose and resolve network connectivity issues within Cisco-based environments.
• Support Windows, Linux, and Microsoft 365 environments.
• Monitor and troubleshoot hardware, software, and network-related incidents.
• Document and track issues through a ticketing platform such as ServiceNow.
• Escalate complex issues when necessary while maintaining ownership through resolution.
• Deliver outstanding customer service to both technical and non-technical end users.

Skills

Technical support

Cisco networking

Networking monitoring

Customer service

Documentation

Troubleshooting

Tools

ServiceNow

Job description

Technical Support Analyst (Network & POS Support)

Open to 2nd & 3rd Shift Opportunities

Are you passionate about troubleshooting technical issues and helping keep critical business operations running smoothly? We're seeking a Technical Support Analyst to join a fast-paced 24/7 support environment supporting retail technology, network connectivity, and point-of-sale systems across multiple locations. This role is ideal for candidates with strong networking fundamentals, exceptional customer service skills, and a desire to grow their technical career.

What You'll Do

• Provide phone-based technical support for retail and corporate users.
• Troubleshoot POS systems, credit card readers, receipt printers, and peripheral devices.
• Diagnose and resolve network connectivity issues within Cisco-based environments.
• Support Windows, Linux, and Microsoft 365 environments.
• Monitor and troubleshoot hardware, software, and network-related incidents.
• Document and track issues through a ticketing platform such as ServiceNow.
• Escalate complex issues when necessary while maintaining ownership through resolution.
• Deliver outstanding customer service to both technical and non-technical end users.

Required Qualifications

• 3+ years of experience in a technical support, help desk, service desk, NOC, or customer support environment.
• Strong phone-based troubleshooting and customer service skills.
• Experience troubleshooting both hardware and software issues.
• Hands-on experience supporting Cisco networking environments and connectivity issues.
• Familiarity with network monitoring tools and diagnostics.
• Excellent communication and documentation skills.
• Ability to explain technical concepts in simple, user-friendly terms.

Preferred Qualifications

• POS (Point of Sale) support experience.
• Retail technology support experience.
• ServiceNow experience.
• NOC or network operations experience.
• Windows 10 and Microsoft 365 support experience.
• Previous experience working evening, overnight, or rotating shifts.
• Retail industry experience, even in a non-technical capacity.

Schedule

Training is conducted on first shift (Monday-Friday) for approximately 4-6 weeks.

Following training, candidates must be available for either:

• 2nd Shift: Tuesday-Saturday | 4:00 PM-12:30 AM EST
• 3rd Shift: Tuesday-Saturday | 12:00 AM-8:30 AM EST

Flexibility to work different shifts is required.

Why Join Us?

• Strong promote-from-within culture.
• Opportunities to advance into specialized technical, security, project, and leadership roles.
• Exposure to networking, POS systems, infrastructure support, and emerging technologies.
• Supportive leadership team committed to professional development and career growth.

Keywords: Technical Support, Service Desk, Help Desk, Network Support, NOC, Cisco, POS, Point of Sale, ServiceNow, Windows, Linux, Microsoft 365, Troubleshooting, Customer Support.

Job Type & Location

This is a Contract position based out of Westlake, OH.

Pay and Benefits

The pay range for this position is $18.00 - $23.00/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 jobclassification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable for this temporary role may include the following:Medical, dental & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

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

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.