Service Desk Specialist
TEKsystems, Omaha, NE, United States
Service Desk Analyst / Regional Support Overview
This role functions as a hybrid Service Desk Analyst and Deskside Support Technician, responsible for delivering first-level technical support remotely while also serving as the onsite IT resource for a small regional office. Approximately 90% of the role is Service Desk-focused and 10% onsite deskside support. The position ensures timely incident resolution, a consistent user experience, and reliable local hands‑on support.
The ideal candidate will have strong customer service abilities, solid troubleshooting skills, and the ability to collaborate effectively with internal technical teams.
Key Responsibilities Service Desk Responsibilities
Serve as the primary point of contact for end‑user IT support via phone, email, and ticketing systems.
Respond to and resolve incidents involving hardware, software, applications, and access issues.
Log and manage all tickets accurately within the ITSM platform (e.g., ServiceNow).
Diagnose issues using structured troubleshooting, clarifying questions, and documentation.
Resolve issues using Knowledge Base articles and established procedures.
Escalate tickets appropriately when necessary, following defined escalation paths.
Meet Service Level Agreement (SLA) requirements for response and resolution times.
Assist with critical incident notifications and coordination.
Provide timely updates to end users and collaborate with technical teams on resolutions.
Contribute to Knowledge Base creation, updates, and process improvement.
Identify recurring issues and communicate trends to leadership.
Maintain a high level of professionalism and customer service.
Onsite Office Support Responsibilities
Provide in‑person support for the local regional office.
Perform break/fix troubleshooting for desktops, laptops, monitors, printers, phones, and peripherals.
Assist with deployment, setup, and configuration of workplace devices and technology.
Support telephony and conference room equipment, mobile devices, and hotspots.
Complete MACD tasks (Moves, Adds, Changes, Decommissions) for hardware and software.
Act as the onsite liaison for workplace technology needs.
Support local IT projects, refreshes, and office initiatives as needed.
Coordinate with vendors or infrastructure teams for onsite escalation.
Ensure all onsite activities are documented within the ticketing system.
Required Skills
Help Desk / Service Desk Support
Troubleshooting & Customer Service
ServiceNow or similar ITSM tools
Office 365 & Windows 10 support
Active Directory (user accounts, access issues)
Hardware & peripheral support
Technical support across software and desktop environments
Preferred Qualifications
Previous experience in a corporate or enterprise Service Desk environment
Hands‑on deskside or field support experience
Associate’s or Bachelor’s degree in Computer Science or a related field
Relevant IT certifications (A+, Network+, Security+, Microsoft certifications, etc.)
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. Benefits are subject to change and may depend on the job classification and length of employment. Eligible benefits for this temporary role may include medical, dental & vision, critical illness, accident and hospital, 401(k) retirement plan, life insurance, disability, HSA, transportation, employee assistance, and 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 Apr 3, 2026.
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 other characteristic protected by law.
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The ideal candidate will have strong customer service abilities, solid troubleshooting skills, and the ability to collaborate effectively with internal technical teams.
Key Responsibilities Service Desk Responsibilities
Serve as the primary point of contact for end‑user IT support via phone, email, and ticketing systems.
Respond to and resolve incidents involving hardware, software, applications, and access issues.
Log and manage all tickets accurately within the ITSM platform (e.g., ServiceNow).
Diagnose issues using structured troubleshooting, clarifying questions, and documentation.
Resolve issues using Knowledge Base articles and established procedures.
Escalate tickets appropriately when necessary, following defined escalation paths.
Meet Service Level Agreement (SLA) requirements for response and resolution times.
Assist with critical incident notifications and coordination.
Provide timely updates to end users and collaborate with technical teams on resolutions.
Contribute to Knowledge Base creation, updates, and process improvement.
Identify recurring issues and communicate trends to leadership.
Maintain a high level of professionalism and customer service.
Onsite Office Support Responsibilities
Provide in‑person support for the local regional office.
Perform break/fix troubleshooting for desktops, laptops, monitors, printers, phones, and peripherals.
Assist with deployment, setup, and configuration of workplace devices and technology.
Support telephony and conference room equipment, mobile devices, and hotspots.
Complete MACD tasks (Moves, Adds, Changes, Decommissions) for hardware and software.
Act as the onsite liaison for workplace technology needs.
Support local IT projects, refreshes, and office initiatives as needed.
Coordinate with vendors or infrastructure teams for onsite escalation.
Ensure all onsite activities are documented within the ticketing system.
Required Skills
Help Desk / Service Desk Support
Troubleshooting & Customer Service
ServiceNow or similar ITSM tools
Office 365 & Windows 10 support
Active Directory (user accounts, access issues)
Hardware & peripheral support
Technical support across software and desktop environments
Preferred Qualifications
Previous experience in a corporate or enterprise Service Desk environment
Hands‑on deskside or field support experience
Associate’s or Bachelor’s degree in Computer Science or a related field
Relevant IT certifications (A+, Network+, Security+, Microsoft certifications, etc.)
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. Benefits are subject to change and may depend on the job classification and length of employment. Eligible benefits for this temporary role may include medical, dental & vision, critical illness, accident and hospital, 401(k) retirement plan, life insurance, disability, HSA, transportation, employee assistance, and 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 Apr 3, 2026.
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 other characteristic protected by law.
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