Service Desk Analyst
TEKsystems, Ann Arbor, MI, United States
Description
This person will be working as a level 1 representative on an internal service desk. Many of the issues they deal with are password resets and AD account unlocks, but they may get involved in some more advanced remote troubleshooting as well. The shift for this role is Monday-Friday 11am-8pm with an hour lunch factored in.
Key Responsibilities
Respond to user questions via Five 9, MS Teams call, email, chat, and ServiceNow ticketing system.
Diagnose and resolve basic hardware, software, and network issues.
Log and track support requests using ServiceNow.
Provide step-by-step guidance to users for resolving issues.
Escalate unresolved or complex problems to Tier 2 support or other IT teams with detailed notes of troubleshooting performed by Tier 1.
Maintain accurate documentation of all interactions and resolutions from phone calls, Teams calls, chat, email, etc.
Follow standard operating procedures and service level agreements (SLAs).
Assist with password resets, maintaining security requirements.
Complete access provisioning requests following standard SLA and communicating with end user throughout the process.
Core Skills
Help desk & support
Troubleshooting
Customer service
Windows 10/11
Active Directory
macOS
Office 365 suite
Azure/Intune
Five9 telephony software
ServiceNow ticketing system
Additional Skills & Qualifications
Strong communication and customer service skills.
Basic understanding of operating systems, Office 365 suite, Active Directory, and Azure/Intune.
Ability to follow scripts and troubleshooting guides.
Ability to write troubleshooting guides and update documentation for resolutions or new processes.
Familiarity with Five9 telephony software and ServiceNow ticketing system.
Associate’s degree or IT certifications such as CompTIA A+ (or 1-2 years of equivalent work experience).
Strong problem‑solving mindset and attention to detail.
Experience Level Entry Level
Job Type & Location Contract position based out of Ann Arbor, MI.
Pay and Benefits Pay range: $17.00 – $19.00/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 Hybrid position in Ann Arbor, MI.
Application Deadline This position is anticipated to close on Apr 11, 2026.
Equal Opportunity Employment 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
Respond to user questions via Five 9, MS Teams call, email, chat, and ServiceNow ticketing system.
Diagnose and resolve basic hardware, software, and network issues.
Log and track support requests using ServiceNow.
Provide step-by-step guidance to users for resolving issues.
Escalate unresolved or complex problems to Tier 2 support or other IT teams with detailed notes of troubleshooting performed by Tier 1.
Maintain accurate documentation of all interactions and resolutions from phone calls, Teams calls, chat, email, etc.
Follow standard operating procedures and service level agreements (SLAs).
Assist with password resets, maintaining security requirements.
Complete access provisioning requests following standard SLA and communicating with end user throughout the process.
Core Skills
Help desk & support
Troubleshooting
Customer service
Windows 10/11
Active Directory
macOS
Office 365 suite
Azure/Intune
Five9 telephony software
ServiceNow ticketing system
Additional Skills & Qualifications
Strong communication and customer service skills.
Basic understanding of operating systems, Office 365 suite, Active Directory, and Azure/Intune.
Ability to follow scripts and troubleshooting guides.
Ability to write troubleshooting guides and update documentation for resolutions or new processes.
Familiarity with Five9 telephony software and ServiceNow ticketing system.
Associate’s degree or IT certifications such as CompTIA A+ (or 1-2 years of equivalent work experience).
Strong problem‑solving mindset and attention to detail.
Experience Level Entry Level
Job Type & Location Contract position based out of Ann Arbor, MI.
Pay and Benefits Pay range: $17.00 – $19.00/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 Hybrid position in Ann Arbor, MI.
Application Deadline This position is anticipated to close on Apr 11, 2026.
Equal Opportunity Employment 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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