New

Service Desk Analyst

TEKsystems
$17.00 - $19.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Michigan, Ann Arbor
Apr 01, 2026
Description This person will be working as a level 1 representative on an internal service desk. Many of the issues they deal with are password resets and AD account unlocks, but they may get involved in some more advanced remote troubleshooting as well. The shift for this role is Monday-Friday 11am-8pm with an hour lunch factored in. Key responsibilities: * Respond to user questions via Five 9, MS Teams call, email, chat, and ServiceNow ticketing system. * Diagnose and resolve basic hardware, software, and network issues. * Log and track support requests using ServiceNow. * Provide step-by-step guidance to users for resolving issues. * Escalate unresolved or complex problems to Tier 2 support or other IT teams with details notes of basic troubleshooting that was completed by Tier 1. * Maintain accurate documentation of all interactions and resolutions from phone calls, Teams calls, chat, email, etc. * Follow standard operating procedures and service level agreements (SLAs) * Assist with password resets, maintaining security requirements. * Complete access provisioning requests following standard SLA and communicating with end suer throughout the process. Skills Help desk, Support, Help desk support, Troubleshooting, Service desk, Customer service, Windows 10, Active directory Top Skills Details Help desk,Support,Help desk support,Troubleshooting,Service desk,Customer service,Windows 10,Active directory Additional Skills & Qualifications Skills that are beneficial in this role include: Strong communication and customer service skills. * Basic understanding of operating systems (Windows 10/11, macOS), Office 365 suite, Active Directory, Azure/Intune. * Ability to follow scripts and troubleshooting guides. * Ability to write troubleshooting guides and updated documentation for resolutions or new processes. * Familiarity with Five9 telephony software and ServiceNow ticketing system. * Associates degree or IT certifications like CompTIA A+ (Or 1-2 years of equivalent work experience) * Strong problem-solving mindset and attention to detail. Experience Level Entry Level Job Type & LocationThis is a Contract position based out of Ann Arbor, MI. Pay and BenefitsThe pay range for this position is $17.00 - $19.00/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 TypeThis is a hybrid position in Ann Arbor,MI. Application DeadlineThis position is anticipated to close on Apr 11, 2026. h4>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.