Overview

The Service Desk Analyst provides first‑line technical support to end users, ensuring timely resolution of hardware, software, and application issues. This role requires strong customer service skills, a solid understanding of Windows and Microsoft 365 environments, and the ability to troubleshoot across multiple platforms and tools.

Responsibilities

• Serve as the primary point of contact for end users seeking technical assistance via phone, email, or ticketing system.
• Diagnose, troubleshoot, and resolve issues related to desktops, laptops, applications, email, and network connectivity.
• Escalate complex incidents to senior team members following established procedures.
• Create, remove, and maintain user accounts and permissions in Active Directory.
• Support Microsoft Office Suite, Microsoft 365 applications, and related collaboration tools.
• Configure, deploy, and maintain Windows 7 or newer systems and support Windows 11 environments.
• Provide support for Mac OS and Linux users when needed.
• Assist with software installations, updates, and workstation imaging through tools such as SCCM.
• Maintain and troubleshoot VPN, wireless software, and basic system security configurations.
• Support and maintain barcode scanners and other peripheral devices.
• Document all work performed in the ITSM system (ServiceNow).
• Follow established procedures while contributing to the continuous improvement of support processes.
• Demonstrate willingness to learn new systems, technologies, and workflows.

Required Qualifications

Education

• High school diploma or GED required.
• Bachelor’s degree or equivalent experience preferred.

Experience

• Minimum of two years of experience in a technical support or service desk environment.
• Experience in Technical Support or Customer Service–oriented roles preferred.

Licenses & Certifications (Preferred)

• Microsoft Certified Professional (MCP).
• Microsoft Certified Desktop Support Technician (MCDST).
• Microsoft Certified IT Professional (MCITP).
• Coursework completion in Microsoft Office 2007 or newer.
• Hardware technician certification for laptop/desktop repair.

Technical Skills

• Proficiency with Microsoft Windows 7 or newer, including Windows 10/11.
• Experience supporting Microsoft Office Suite 2007 or higher.
• Familiarity with Microsoft 365 (email, admin portals).
• Hands‑on experience with ServiceNow (ITSM) for ticketing.
• Knowledge of SCCM for deployment and imaging tasks.
• Experience with Cisco VPN and wireless software.
• Ability to install, configure, and maintain Adobe Acrobat Standard and McAfee Desktop Suite.
• Working knowledge of Mac OS and Linux environments.
• Understanding of system security procedures and administration.
• Familiarity with virtual machine and virtual server environments.

This is a Contract position based out of Kentwood, MI.

The pay range for this position is $22.00 - $30.00/hr.

Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

• 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)

This is a fully onsite position in Kentwood,MI.

This position is anticipated to close on Feb 7, 2026.

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. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and 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. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.