Service Desk Analyst II

Description:

Under general supervision, the position is responsible for the ongoing support of internal and external end users. The incumbent is also responsible for responding to service requests and incidents, capturing event information, providing troubleshooting, and forwarding more complex and specialized incidents to relevant teams within the enterprise. The incumbent is also responsible for managing and participating in select Service Desk projects. Tracks and evaluates personal service metrics, including service success rates, to ensure performance aligns with goals set by management. Handle ~500 inbound support interactions per month per agent; provide Tier 1 support via phone and ITSM. Resolve common Tier 1 issues (password resets, account unlocks, basic access, standard app/endpoint issues). Service as a escalation support for Tier 1, and Resolve Tier 2 incidents/requests requiring deeper troubleshooting (identity/access, endpoint configuration, enterprise apps). Perform independent analysis to determine probable cause and next-best action; document rationale. Participates in Service Desk projects as assigned Maintain ticket hygiene: timely updates, customer communication, and closure documentation Author and maintain knowledge articles/runbooks; reduce repeat contacts and escalations.

• Exact night hours
• 1 month on Days

M-F, 8-5

(ish). Then regular shift will be Every Other Saturday Night, Sun, Mon, Tue — 6pm

• 6am.
• There may be requests to work odd nights, or possibly shift adjustments based on workload and team needs.
• Ticketing system
• ServiceNow
• Any AI/automation tools they'll touch
• Copilot, ChatGPT, Clause, PowerAutomate, Flow, Software Dev, Powershell, Scripting Top 2-3 must-haves o Strong English communication skills.

o Experience with de-escalation techniques and remaining calm under pressure. o Demonstrates excellent multitasking, effectively handling phone calls, chats, team needs, and paperwork in real time. o Proven customer service experience, ideally with extensive phone support. o Strong Windows troubleshooting and issue resolution skills. o Experience with AI tools, including prompting and agents; familiarity with "vibe-coding." Skills windows operating system, Windows, Support, Troubleshooting, Phone support, Servicenow, Help desk, Help desk support, Service desk, Customer service, Office 365, mobile device Top Skills Details windows operating system,Windows,Support,Troubleshooting Additional Skills & Qualifications Minimum Qualification Bachelor's degree in an IT-related discipline, or a comparable combination of education, training, and professional experience. At least 2-4 years of experience providing service desk, help desk, technical support, or customer support services. Must be able to work on-site in a fast-paced, high-volume environment, including independent troubleshooting and escalation handling. Preferred Qualification Demonstrated customer service experience in a high volume support environment, with knowledge of ITSM practices and AI enabled support capabilities. Experience using AI powered chatbots, virtual assistants, and AI enhanced knowledge tools to support ticket triage, resolution guidance, and knowledge management. Familiarity with creating and refining AI prompts, contributing to AI agent workflows for service desk use cases, and understanding AI limitations (e.g., bias, hallucinations, and data sensitivity) is preferred. Relevant certifications preferred (or willingness to obtain), including Comp

TIA A+, ITIL

® 4 Foundation, and HDI SCA. Experience Level Intermediate Level Job Type & Location This is a Contract to Hire position based out of Lowell, AR. Pay and Benefits The pay range for this position is $20.00

• $25.00/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) Workplace Type This is a fully onsite position in Lowell,AR.

Application Deadline This position is anticipated to close on May 9, 2026. h4>

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.