TEKsystems
IT Service Desk Analyst 1
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Description
On a day-to-day basis, this individual will act as both the Level 1 & Level 2 IT support, fielding calls from End-Users as well as responding to tickets in their ServiceNOW portal in the enterprise environment (15,000+ employees across 300+ locations) with an emphasis on 1st call resolutions (65-70% of tickets expected to be closed at this level). Beyond troubleshooting these issues to the level of break/fix and resolution, they will also be responsible for allocating work to other areas of IT and are viewed somewhat as project coordinators, allocating work to the right groups/teams through escalating tickets and providing written technical dialogue of the issues so that the next teams (Level 3+) can pick up these tickets to address issues and close tickets. Should be able to walk end-users through issues both remotely by walking them through steps, as well as remoting logging into their computers...
Responsibilities
- Handle 20-30+ calls per day for common computer user issues, including:
- Remote connections (desktop/VPN)
- Hardware Issues within Units (requesting replacements)
- Office/Outlook issues
- Password Resets
- Remote/VPN
- Epic/EMR related Calls
Technology Supported
- ServiceNOW (ITSM Software/ticketing system)
- LAN/WAN Networks
- Exchange/Outlook for Mail
- EPIC (EMR)
- User Accounts (Access/permissions/Locked-out)
- Software (MS Office) + a ton of Medical related software
- Applications (300+ proprietary applications in the environment)
- Hardware (printers, monitors, mouses, etc.)
- Windows 7/10 OS issues
- PC Issues (Primarily), limited MAC environments
- Speed/Performance enhancement (Clearing Cache etc.)
- Software installations / remediation
Summary
Provide analysis, troubleshooting, implementation, and operational support for URMC network. Provide first and second level support for a large customer base whose business functions rely primarily on computer-based technologies. Maintain expertise in current desktop and network technologies, as well as a wide range of systems, applications, and customized needs in support of Medical Center, research, and academic initiatives.
Skills
- Outlook
- MS Office
- XP
- 7
- Helpdesk
- support
- service
- Microsoft
- network
- Help desk
- Customer service
- Service desk
- Helpdesk troubleshooting
- Windows 10
- Phone support
- Troubleshooting
- IT Service Desk (Weekends)
- Help desk support
- Support
- Windows
- Microsoft
- It support
- Office 365
- Servicenow
- Ticketing system
- Application support
- Technical support
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Top Skills Details
- Outlook
- MS Office
- XP
- 7
- Helpdesk
- support
- service
- Microsoft
- network
- Help desk
- Customer service
- Service desk
- Helpdesk troubleshooting
- Windows 10
- Phone support
- Troubleshooting
- IT Service Desk (Weekends)
Experience Level
Intermediate Level
Job Type & Location
This is a Contract to Hire position based out of Rochester, NY.
Pay and Benefits
The pay range for this position is $18.00 - $20.50/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 Rochester, NY.
Application Deadline
This position is anticipated to close on Jun 30, 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 regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.
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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.
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