IT Helpdesk Analyst
TEKsystems, Omaha, NE, United States
The Service Desk Analyst - Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk, while also serving as the onsite deskside support for the Omaha regional office. This position is 90% Service Desk focused and 10% deskside support, ensuring consistent user experience, timely incident resolution, and local hands‑on support.
Key Responsibilities
Serve as the primary point of contact for end‑user IT support via phone, email, and ticketing system.
Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.
Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).
Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.
Resolve tickets using published Knowledge Base (KB) articles and documented processes.
Escalate incidents to higher‑level support teams when necessary, following defined escalation procedures.
Adhere to Service Level Agreements (SLAs) for response and resolution times.
Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.
Coordinate with technical teams to provide timely and accurate updates to users until resolution.
Participate in knowledge base creation, updates, and continuous improvement activities.
Identify recurring issues and communicate trends or operational challenges to leadership.
Maintain a high level of customer service and professionalism in all interactions.
Office Support Responsibilities
Provide on‑site support for the Omaha regional office as needed.
Perform break/fix support for end‑user hardware and peripherals, including desktops, laptops, monitors, printers, and phones.
Assist with setup, configuration, and deployment of PCs, printers, and workplace technology.
Support endpoint telephony devices, including desk phones, conference room equipment, mobile devices, and hotspots.
Perform MACD activities (Moves, Adds, Changes, and Decommissions) for local hardware and software.
Act as the local workplace technology liaison for the Omaha office.
Support local IT projects, office initiatives, and technology refreshes as required.
Coordinate with vendors or infrastructure teams when on‑site escalation as needed.
Ensure office support activities are properly documented in the ticketing system.
Preferred Qualifications
Previous Service Desk experience supporting a corporate or enterprise environment.
Some hands‑on deskside or field support experience.
Associate's or Bachelor's degree in Computer Science or related field.
IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar.
Work Environment and Physical Requirements
Primarily office‑desk based with occasional on‑site support.
Ability to lift and/or move IT equipment such as desktops, monitors, and printers as needed.
Core Competencies
Customer Focus
Problem Solving
Active Listening
Clear Communication
Multitasking
Collaboration
Organization
Adaptability
Attention to Detail
Job Type & Location This is a Contract position based out of Omaha, NE.
Pay and Benefits The pay range for this position is $20.00 - $25.00/hr.
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 fully onsite position in Omaha, NE.
Application Deadline This position is anticipated to close on Mar 28, 2026.
Equal Opportunity Employer Statement 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.
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Key Responsibilities
Serve as the primary point of contact for end‑user IT support via phone, email, and ticketing system.
Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.
Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).
Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.
Resolve tickets using published Knowledge Base (KB) articles and documented processes.
Escalate incidents to higher‑level support teams when necessary, following defined escalation procedures.
Adhere to Service Level Agreements (SLAs) for response and resolution times.
Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.
Coordinate with technical teams to provide timely and accurate updates to users until resolution.
Participate in knowledge base creation, updates, and continuous improvement activities.
Identify recurring issues and communicate trends or operational challenges to leadership.
Maintain a high level of customer service and professionalism in all interactions.
Office Support Responsibilities
Provide on‑site support for the Omaha regional office as needed.
Perform break/fix support for end‑user hardware and peripherals, including desktops, laptops, monitors, printers, and phones.
Assist with setup, configuration, and deployment of PCs, printers, and workplace technology.
Support endpoint telephony devices, including desk phones, conference room equipment, mobile devices, and hotspots.
Perform MACD activities (Moves, Adds, Changes, and Decommissions) for local hardware and software.
Act as the local workplace technology liaison for the Omaha office.
Support local IT projects, office initiatives, and technology refreshes as required.
Coordinate with vendors or infrastructure teams when on‑site escalation as needed.
Ensure office support activities are properly documented in the ticketing system.
Preferred Qualifications
Previous Service Desk experience supporting a corporate or enterprise environment.
Some hands‑on deskside or field support experience.
Associate's or Bachelor's degree in Computer Science or related field.
IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar.
Work Environment and Physical Requirements
Primarily office‑desk based with occasional on‑site support.
Ability to lift and/or move IT equipment such as desktops, monitors, and printers as needed.
Core Competencies
Customer Focus
Problem Solving
Active Listening
Clear Communication
Multitasking
Collaboration
Organization
Adaptability
Attention to Detail
Job Type & Location This is a Contract position based out of Omaha, NE.
Pay and Benefits The pay range for this position is $20.00 - $25.00/hr.
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 fully onsite position in Omaha, NE.
Application Deadline This position is anticipated to close on Mar 28, 2026.
Equal Opportunity Employer Statement 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.
#J-18808-Ljbffr