Helpdesk Analyst

About the Role

We are seeking a customer-focused and technically skilled Tier 1 Help Desk Technician to serve as the first point of contact for employees and customers requiring IT support. The ideal candidate will possess exceptional customer service skills, strong troubleshooting abilities, and a passion for helping others resolve technical issues efficiently and professionally.

Responsibilities

• Serve as the primary point of contact for IT support requests via phone, email, chat, and ticketing systems.
• Deliver outstanding customer service while assisting users with hardware, software, network, and account-related issues.
• Diagnose and resolve basic technical problems related to desktops, laptops, mobile devices, printers, applications, and peripherals.
• Create, update, and maintain accurate support tickets and documentation.
• Follow established troubleshooting procedures and service desk processes.
• Escalate unresolved issues to Tier 2 or Tier 3 support teams as appropriate.
• Assist users with password resets, account access, and Microsoft 365 support.
• Maintain a positive and professional attitude while working with users of varying technical skill levels.
• Meet established service level agreements (SLAs) for response and resolution times.
• Contribute to knowledge base articles and support documentation.
• Participate in system deployments, upgrades, and other IT initiatives as needed.

Requirements

• 1+ years of customer service experience; IT support experience preferred.
• Basic understanding of Windows operating systems, Microsoft Office 365, and common business applications.
• Familiarity with ServiceNow, ticketing systems, and remote support tools is a plus.
• Strong verbal and written communication skills.
• Excellent problem-solving and analytical abilities.
• Ability to prioritize tasks and manage multiple support requests simultaneously.
• Strong attention to detail and documentation skills.

Skills

• Exceptional interpersonal and relationship-building skills.
• Patience, empathy, and professionalism in all customer interactions.
• Active listening skills and the ability to communicate technical concepts in simple terms.
• A commitment to delivering a positive customer experience.
• Strong conflict resolution and de-escalation skills.
• A customer-first mindset with a genuine desire to help others.

Success Metrics

• Customer satisfaction (CSAT) scores
• First-call resolution rate
• Ticket response and resolution times
• Quality and accuracy of ticket documentation
• Adherence to service desk processes and SLAs

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. TEKsystems is an Allegis Group company.

Pay

The pay range for this position is $20.00 - $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.

Benefits

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)

Schedule

This is a Contract, fully onsite position based in Omaha, NE.