Service Desk Analyst

Service Desk Analyst Daily responsibilities include logging, tracking, and resolving an average of 25 to 30 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team. This work must be documented in a detailed manner in a ticketing tool (ServiceNow). An average call lasts approximately 6 minutes; the first call resolution rate goal is 80%.The most common calls are listedbelow:1. Microsoft Outlook2. Active Directory Fileshares3. VPN4. Network Troubleshooting5. Software InstallationSome work in office required each month (two days a week Tuesdays and Wednesdays with the possibility of increasing this amount)Two TEK holidays - 9 hour shifts each a year required Skills service desk, customer service, troubleshooting, Job Type & Location This is a Contract position based out of Baltimore, MD. Pay and Benefits The pay range for this position is $16.50 - $18.00/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 hybrid position in Baltimore,MD.

Application Deadline This position is anticipated to close on Jun 1, 2026.