Service Desk Analyst
Daily responsibilities
Daily responsibilities include logging, tracking and resolving an average of 40 to 50 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team.
Specific responsibilities
- Acting as the customer advocate for problem resolution
- Demonstrating intermediate-advanced trouble-shooting skills
- Handling, diagnosing, and resolving end user calls in a single point of contact help desk environment
- Providing assistance to other members of the team
Call details
- An average call lasts approximately 6 minutes
- First call resolution rate goal is 75%
- The most common calls are listed below:
- Microsoft Outlook
- Microsoft Word
- Desksite (a DMS, Document Management System, used to save / search / retrieve / share documents across the network)
- Mobile devices
- IP Phones
- Document formatting
Additional tasks
Supports additional tasks and initiatives as directed by leadership
Work schedule
Monday - Friday 7am - 4pm
Some work in office required each month (two days a week Tuesdays and Wednesdays with the possibility of increasing this amount)
Company information
- This is a Contract position based out of Baltimore, MD.
- The pay range for this position is $16.50 - $18.00/hr.
Benefits
- 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 Baltimore, MD.
Application deadline
This position is anticipated to close on Jul 11, 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.
About 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.
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.