Help Desk Technician

IT Service Desk Analyst

Overview

The IT Service Desk Analyst provides first-line remote support to end users experiencing issues with computer hardware, software applications, mobile devices, and network connectivity. This role focuses on resolving Level 1 support requests, documenting incidents, troubleshooting technical issues, and escalating more complex problems when necessary. Comprehensive training on internal systems and processes is provided.

Required Qualifications

• Experience supporting Mobile Device Management (MDM) platforms such as:
  • Microsoft Intune (preferred)
  • MobileIron
  • AirWatch
  • MaaS360
• Experience supporting iPhones and iPads, including:
  • iOS troubleshooting
  • Application installations
  • Device connectivity issues
  • Device navigation and configuration
• Active Directory experience, including:
  • Password resets
  • User account management
  • Network connectivity troubleshooting
  • Documentation and ticket management
• Experience supporting:
  • Windows 11
  • Microsoft 365 / Office 365
  • Email systems
  • Printer troubleshooting

Responsibilities

• Respond to incoming phone calls, emails, and support requests from end users.
• Log, track, and document incidents and service requests.
• Provide technical guidance and support for hardware, software, mobile devices, and network-related issues.
• Troubleshoot and resolve Level 1 technical issues.
• Escalate complex issues to appropriate support teams following established procedures.
• Perform software and hardware diagnosis, configuration, installation, and setup.
• Ensure proper documentation, resolution, and closure of support tickets.
• Support hardware and software upgrades, deployments, and installations.
• Identify risks and opportunities related to system and environment changes.
• Assist with implementation and configuration of operating systems and network solutions.
• Deliver basic end-user training and technical guidance.
• Replicate and troubleshoot reported technical issues.
• Follow established technical standards, procedures, and support tools.
• Prioritize incidents and monitor progress through resolution.

Preferred Skills

• Experience with ServiceNow or similar ticketing systems.
• Knowledge of MDM administration and mobile device support.
• Experience with Microsoft 365 applications and services.
• Familiarity with hardware support and troubleshooting.
• Understanding of Windows operating systems and local area networks.

Desired Technical Skills

• Active Directory administration
• Windows 11 support
• Microsoft 365 / Office 365 support
• Email troubleshooting
• Printer support
• Mobile device troubleshooting (iPhone, iPad)
• Network connectivity troubleshooting
• Service desk ticket management
• Basic hardware and software support
• Documentation and reporting using Microsoft Office applications

Soft Skills

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Strong troubleshooting and analytical abilities.
• Ability to explain technical concepts to non-technical users.
• High attention to detail.
• Adaptability in a fast-paced environment.
• Patience, empathy, and professionalism when assisting users.
• Ability to work independently and collaboratively within a team environment.

Education & Experience

• Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent combination of education, training, and experience.
• Minimum of 2 years of IT support or Service Desk experience preferred.
• Previous experience in a Help Desk or Service Desk environment is beneficial.

Work Environment

• Remote support environment.
• High-volume service desk supporting end users across multiple technologies.
• No travel required.

Position Summary

Seeking an IT Service Desk Analyst with experience supporting MDM platforms, iOS devices, Active Directory, Windows 11, and Microsoft 365. The ideal candidate will have strong customer service skills, excellent troubleshooting abilities, and experience providing first-line technical support in a help desk or service desk environment.

Job Type & Location

This is a Contract position based out of Chicago, IL.

Pay and Benefits

The pay range for this position is $21.00 - $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 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 Chicago,IL.

Application Deadline

This position is anticipated to close on Sep 28, 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

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.

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.