Desktop Support Analyst

Description

The role of the Junior On Site Support Technician is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Knowledge & Experience

• Knowledge of advanced computer hardware, including SSD and general peripherals.

• Experience with desktop and server operating systems, including Windows 7, Server 2008 and above.

• Extensive application support experience with Microsoft Office and general application support experience with SAP, Altiris, and Ghost.

• Working knowledge of a range of diagnostic utilities, including PowerShell commands, ALTools, and Anti-Malware tools.

• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

• Strong documentation skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues is required.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly, business-friendly, and technical language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment.

Responsibilities by skill:

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Alert management to emerging trends in incidents.

• Maintain project scope, goals and deliverables that support business goals in collaboration with management and stakeholders.

• Effectively communicate progress on task assignment and set proper expectations to team members and stakeholders in a timely and clear fashion.

• Liaise with project stakeholders on an ongoing basis.

Acquisition & Deployment

• Assist in software releases and roll-outs according to Change Management best practices.

• Purchase enterprise hardware and software, including purchase order creation, tracking, and goods-receipt tasks.

Operational Management

• Assisting in providing Level I Support when request volumes are high.

• Act as an escalation point for advanced or difficult help requests.

• Build rapport with service desk customers.

• Escalate problems (when required) to the Team Lead and Management.

• Record, track, and document the service desk request problem-solving process, including all decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Perform hands-on fixes at the desktop level: Install and upgrade software, install hardware, implement file backups, and configure systems and applications.

• Install anti-virus software and ensure virus definitions are up to date.

• Perform preventative maintenance, including checking and cleaning of servers, client-side devices, such as laptops, desktops, and mobile phones.

• General knowledge of storage technologies such as SAN or NAS, as well as Active Directory/Global Catalogue.

• Experience installing, configuring, and maintaining all manners of server hardware and associated network equipment: SCSI, RAID, and I/O topology.

• Familiarity with TCP/IP and Cisco network protocols, firewall management, and operating system configuration.

• Test and validate fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow ups with Level I Technicians as required.

• Develop Work Instruction Packages and FAQ lists for end users.

• Reinforce SLAs to manage end-user expectations.

Industrial Plant Management (Where Applicable)

• Able to assist plant automation in troubleshooting automation control systems including PLC's, HMI's, servo motors, and software driven instrumentation.

• Familiar with automation control networks, their protocols and legacy industrial control networks.

• Understanding of National Electrical Code, related specifications, and its application in an industrial environment.

• Ensure the safety needs are given a top priority in operational support and work execution.

• Some examples are Arc Flash/Shock Hazard safety, confined space entry, LOTO, hazardous materials, hand tool safe use, etc.

Additional Skills & Qualifications

• Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.

• Certification in Microsoft Technology Associate – IT Infrastructure or can obtain certification in 6 months. ITIL Foundation Certification is required.

• Certificates in basic server and network management is preferred in the first year of employment

• Experience speaking French in a technical environment

Experience working with any of the following technologies:

Active Directory, ALTools, Cisco Routers/Switches, Powershell, SAP, VSphere

Experience working with any of the following:

TCP/IP, SSCI, RAID, experience in I/O topology.

Job Type & Location

This is a Contract position based out of White Plains, NY.

The pay range for this position is $25.00 - $28.00/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 White Plains,NY.

This position is anticipated to close on Jul 4, 2026.

About TEKsystems

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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.