Help Desk Analyst

Since 1990, Cook Systems—a certified veteran-owned IT consulting firm—has been helping businesses and professionals grow through innovation, integrity, and investment in people. We partner with Fortune 500 enterprises and high-growth companies to deliver agile technology solutions, AI-driven talent strategies, and our signature FastTrack program that develops the next generation of tech talent. At Cook, you’ll find a culture that values excellence, creativity, and accountability.

About the role

The Technical Support Specialist provides first-level, second-tier technical support to end-users for hardware and software issues on desktop computers across the ALSAC organization. This role involves direct customer interaction and technical assistance for computer systems, software, and hardware.

Location: Memphis, TN (onsite 100%)
Duration: 6 months or longer
Job Type: Contract
Seniority Level: Associate

Responsibilities

• Deliver first-level, second-tier technical support for end-users, focusing on hardware and software for desktop computers.
• Provide technical assistance for incoming requests and issues related to computer systems, software, and hardware.
• Collaborate with IT teams to troubleshoot and resolve escalated incidents.
• Identify support needs, diagnose, and resolve hardware and software issues in collaboration with stakeholders.
• Manage all endpoint installations and configurations.
• Assist in maintaining and updating inventory of computers and related peripherals.
• Support special projects and company initiatives.

Requirements

This position requires a combination of technical expertise, problem-solving skills, and excellent customer service abilities to effectively support the ALSAC organization's IT infrastructure and end-users.

• Proficiency in working within a Microsoft Azure AD (Entra ID) environment.
• Experience in supporting Office 365 applications and MS Intune for Endpoint Device Management.
• Expertise in supporting mobile device platforms, including Apple iOS and mobile applications.
• Competence in supporting MacOS and Apple devices.
• Thorough knowledge of current desktop computer operating systems, particularly Windows.
• Ability to set up and configure computers and printers in a network environment.
• Understanding of PC and laptop hardware components to ensure optimal utilization and functionality.
• Skills to support desktop printers (e.g., Lexmark, Xerox, HP) and a broad range of desktop peripherals (e.g., modems, storage devices, scanners).
• Proficiency in desktop applications, particularly MS Word, Excel, PowerPoint, Outlook, desktop utility software, and desktop management tools.
• Excellent written and verbal communication skills.
• Proficient in managing desktop computer systems, technical setups, business solution software, and desktop administrative applications.
• Ability to process complex verbal and written instructions.
• Exceptional customer service skills.

Qualifications

• Bachelor’s degree in computer science or a related field, industry certifications/training, or at least 3 years of experience in service desk support.
• Must possess a valid driver's license.

Mental Demands: Requires a relatively high degree of concentration and attention intermittently to perform third-level problem resolution and network administration tasks approximately 30% of the time; periods of mental effort and concentration followed by other aspects of the job with lesser concentration and attention requirements.

Physical Demands: Requires walking/standing approximately 50%, sitting approximately 50%, and lifting up to 50 lbs. approximately 25% of the time. Involves repetitive stooping, forward bending, and crouching approximately 25% of the time.

Manual/Dexterity: Requires use of hands, arms, and feet for occasional lifting; use of hands and arms to operate computers, printers, telephone, other general office equipment, and to record written information; requires capability of operating an automobile.

Benefits

At Cook Systems, we’re committed to supporting you with benefits that deliver real security, flexibility, and growth from day one.

• Your Health, Your Way: Choose from two comprehensive medical plans through Blue Cross Blue Shield, with dental and vision coverage included. With access to one of the nation’s largest provider networks, you’ll have quality care wherever life takes you.
• Peace of Mind: Protect what matters most with life, critical illness, and accident insurance through Unum—because your family’s security matters.
• Flexibility for Life: Plan ahead and save with a Flexible Spending Account and Daycare FSA through Navia, helping you manage healthcare and dependent-care expenses your way.
• Extra Protection When You Need It: Our Health Gap Insurance through Sun Life helps cover unexpected costs, so you’re never caught off guard.
• Your Future Starts Now: Build your future with our 401(k) plan through The Standard. You’re eligible after just six months—because long-term success deserves a strong foundation.

At Cook Systems, you’re not just an employee—you’re part of a team that values ideas, celebrates results, and grows together.