Help Desk Analyst *Mac & Windows REQUIRED* (PST Hours)

Location: 100% Remote (Working PST Hours)

Position Summary

The Tier 1–2 Help Desk Analyst is responsible for delivering high‑quality technical support to end users across the organization. Serving as both a first point of contact and an escalation point for more complex issues, this role will troubleshoot hardware, software, and systems-related requests while ensuring an excellent customer service experience. The ideal candidate has strong technical troubleshooting abilities, outstanding communication skills, and thrives in a fast‑paced retail environment.

Key Responsibilities

• Respond to and resolve Tier 1–2 support requests via ServiceNow ticketing system, phone, email, or chat.

• Provide technical support for Windows 10/11, macOS, Office 365, and end‑user productivity applications.

• Troubleshoot desktops, laptops, mobile devices, printers, and peripheral equipment.

• Diagnose and resolve software issues, OS errors, application malfunctions, and performance problems.

• Support remote workers with VPN, authentication tools, RDP, and other remote access technologies.

• Assist with configuration, setup, imaging, deployment, and retirement of end‑user devices.

• Maintain documentation of issues, steps taken, and final resolutions in the ITSM platform.

• Collaborate with internal IT teams (network, infrastructure, cybersecurity) for escalated issues.

• Provide proactive recommendations to improve workflows, tools, and knowledge base articles.

• Ensure compliance with IT policies, security best practices, and data protection standards.

• Perform additional duties as assigned.

Technical Skills

• Strong troubleshooting experience with Windows 10/11, macOS, and Microsoft 365.

• Hands-on experience with ServiceNow or similar ITSM platforms.

• Familiarity with endpoint management tools (Intune, SCCM, or similar) is a plus.

• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).

• Ability to support common retail and customer-facing systems preferred.

Soft Skills

• Excellent communication and customer service skills.

• Strong analytical and problem‑solving abilities.

• Ability to prioritize and manage multiple tickets efficiently.

• Detail-oriented with consistent documentation habits.

• Positive, team‑focused attitude with a willingness to help users of all technical skill levels.

Preferred Certifications (Nice to Have)

• CompTIA A+, Network+, or Security+

• Microsoft 365 Certified: Modern Desktop Administrator Associate

• ITIL Foundation Certification

This is a Contract position based out of Phoenix, AZ.

The pay range for this position is $22.00 - $26.00/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 remote position.

This position is anticipated to close on Mar 19, 2026.

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.