Tier 2 Service Desk Analyst

TEKsystems
$20.00 - $24.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Rhode Island, Pawtucket
Feb 28, 2025
Attention Currently hiring for Service Desk Analysts. Providence, RI Work Environment: contract- 6 months (potential for extention) pay $20-24 Hybrid schedule after 6-8 weeks Job Description: We are seeking a dedicated and skilled Service Desk Analyst to join our team. Our client recently acquired 2 hospitals in Massachusetts in addition to a physician's group and medical practices They will have an increased need for support staff for the foreseeable future and are looking to add to their team. Responsibilities: * Serve as the first contact with customers who need technical assistance via phone or email. * Perform troubleshooting using different diagnostic techniques. * Troubleshoot, diagnose, and resolve technical hardware and/or software issues. * Provide quick resolution and excellent customer service. * Redirect unresolved issues to the next level of support personnel. * Provide needed information on IT products or services. * Keep records of problems and their resolution through Lockton's source of record (SysAid). * Follow up with customers to ensure issues are resolved. * Provide feedback on processes and make recommendations for improvements. * Maintain technical documentation, knowledge modules, and service catalog on software installation, hardware configuration, and problem troubleshooting. * Suggest improvements to procedures. * Improve system performance by identifying problems and recommending changes. * Update job knowledge by participating in educational opportunities and maintaining personal networks. * Accomplish information systems and organization mission by completing related results as needed. * Manage Help Desk tickets in a timely manner. * Respond to customer issues via phone, email, and computer chat. * Document customer interactions. * Run diagnostics to resolve customer-reported issues. * Escalate issues to the next tier with higher difficulty. * Install, make changes, and repair computer hardware and software. Skills: * Active Directory * Windows 10/11 * ServiceNow * Office 365 Pay and Benefits The pay range for this position is $20.00 - $24.00/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 Pawtucket,RI. Application Deadline This position is anticipated to close on Mar 13, 2025. 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.