onsite
Help Desk Analyst - TEKsystems c/o Allegis Group
Software Engineer
Provide first‑line technical support for end‑users, diagnosing and resolving issues across ordering, reporting, and login applications while maintaining service level objectives and clear documentation.
About the role
Key Responsibilities
- Serve as the primary point of contact for end‑users, handling break‑fix, reporting, and login issues for ordering applications.
- Perform detailed triage, root‑cause analysis, and resolution of incidents, ensuring compliance with defined service level objectives.
- Document all interactions, steps taken, and resolutions in the ticketing system to maintain accurate knowledge base records.
- Collaborate with IT teams and business stakeholders to escalate complex problems and facilitate timely fixes.
- Monitor and report on incident trends, suggesting process improvements and preventive measures.
Requirements
- 2+ years of experience in a help desk or technical support role.
- Strong knowledge of Windows operating systems and Active Directory user management.
- Proficiency with ticketing platforms (e.g., ServiceNow, Remedy) and ITIL‑based incident management processes.
- Excellent problem‑solving, communication, and customer‑service skills.
- Ability to work independently and as part of a cross‑functional team in a fast‑paced environment.
Skills
active directoryitil