What are the responsibilities and job description for the Sr. Help Desk Analyst position at TEKsystems c/o Allegis Group?
Job Details
Description
Founded in 1949, Southland Industries is one of the nation's largest mechanical, electrical, and plumbing (MEP) systems engineering and construction companies. Southland IT is looking to hire four senior level IT support resources: one for their Houston office, one for Portland, one for Philly and one for Union City (NorCal). They will be part of a fourteen-person team supporting 5000 users. In total, Southland has 23 small to mid-sized offices spread out across the country. Primary Responsibilities o Provides desktop (local office) and remote helpdesk support (entire Southland) o Provides troubleshooting, and end-user assistance via phone, chat, or email. o Provides enterprise desktop / hardware support o Resolves complex problems and answers questions related to the computing environment. o Contacts vendors and carrier support when necessary to resolve problems and/or outages. o Performs complex diagnostic tests, notes symptoms, gathers relevant problem/malfunction facts and data from users. o Documents incidents and problems in Zendesk and escalates issues to the appropriate teams when required. o Serves as the technical liaison to the user community, able to resolve technical issues within the desktop computing environment. o Prepares customers to use hardware and software by conducting training where necessary. o Documents new and existing procedures and processes within technician knowledgebase. Knowledge and Skills o Demonstrated experience resolving L1 and L2 issues and requests o Strong understanding of Hardware Life Cycle Management, Change Management, Incident Management, Helpdesk Ticketing, and its impacts on ensuring business continuity. o Strong understanding of troubleshooting techniques and experience with remote troubleshooting tools. o Able to assist users with connectivity issues, ensuring they can access network resources and the internet. o Able to identify and resolve issues related to DNS and DHCP, such as incorrect IP addresses, domain name resolution failures, or DHCP server outages. o Familiar with M365 product suite from user support perspective including Active Directory, Entra ID, Intune, SharePoint, Teams, Exchange o Ability to monitor the desktop environment using hardware and software tools. Environment: All Lenovo laptops - basic PXE boot, Windows 11 OS IT1 is their HW reseller. IT1 images and deploys laptops to users. Help desk will almost never touch the HW. 80% tickets come in via email or self-service; they use Zendesk 2000 tickets/month - supporting the entire company not just local office Troubleshooting typically done over the phone; they use go to assist Expected to do desk visits as needed 90% phone/remote support, 10% desktop. May be the only IT support person at this location From one of the managers: A typical day is mostly reactive, focusing on resolving issues as they arise. You start by checking emails and Teams chats for any urgent updates. Then, review the ticket queue to prioritize urgent requests. Take a quick walk around the office to be visible as the face of IT, handling walk-up requests that can range from setting up PCs, troubleshooting crashes, mapping printers, changing passwords, addressing PC performance issues, and resolving virtual desktop problems. Additionally, you'll work on a few side projects, such as process improvements and clean-ups.
Skills
Office 365, Windows 11, desktop support, helpdesk, IT support, technical support, remote support, troubleshooting, customer service
Top Skills Details
Office 365,Windows 11,desktop support,helpdesk,IT support,technical support,remote support,troubleshooting,customer service
Additional Skills & Qualifications
Strong interpersonal skills at all levels and ability apply skills and techniques to solve problems Excellent teamwork/collaboration skills. Ability to establish and maintain a high level of user trust and confidence and the ability to manage client expectations. Strong writing and speaking skills to explain technical solutions to both technical and non-technical individuals. Ability to work with minimal direction - no manager looking over your shoulder Must be good at following established processes and procedures. This is an engineering company so everyone is detail oriented.
Experience Level
Expert Level
Pay and Benefits
The pay range for this position is $35.00 - $40.00/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 GARDEN GROVE,CA.
Application Deadline
This position is anticipated to close on Apr 25, 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.
Founded in 1949, Southland Industries is one of the nation's largest mechanical, electrical, and plumbing (MEP) systems engineering and construction companies. Southland IT is looking to hire four senior level IT support resources: one for their Houston office, one for Portland, one for Philly and one for Union City (NorCal). They will be part of a fourteen-person team supporting 5000 users. In total, Southland has 23 small to mid-sized offices spread out across the country. Primary Responsibilities o Provides desktop (local office) and remote helpdesk support (entire Southland) o Provides troubleshooting, and end-user assistance via phone, chat, or email. o Provides enterprise desktop / hardware support o Resolves complex problems and answers questions related to the computing environment. o Contacts vendors and carrier support when necessary to resolve problems and/or outages. o Performs complex diagnostic tests, notes symptoms, gathers relevant problem/malfunction facts and data from users. o Documents incidents and problems in Zendesk and escalates issues to the appropriate teams when required. o Serves as the technical liaison to the user community, able to resolve technical issues within the desktop computing environment. o Prepares customers to use hardware and software by conducting training where necessary. o Documents new and existing procedures and processes within technician knowledgebase. Knowledge and Skills o Demonstrated experience resolving L1 and L2 issues and requests o Strong understanding of Hardware Life Cycle Management, Change Management, Incident Management, Helpdesk Ticketing, and its impacts on ensuring business continuity. o Strong understanding of troubleshooting techniques and experience with remote troubleshooting tools. o Able to assist users with connectivity issues, ensuring they can access network resources and the internet. o Able to identify and resolve issues related to DNS and DHCP, such as incorrect IP addresses, domain name resolution failures, or DHCP server outages. o Familiar with M365 product suite from user support perspective including Active Directory, Entra ID, Intune, SharePoint, Teams, Exchange o Ability to monitor the desktop environment using hardware and software tools. Environment: All Lenovo laptops - basic PXE boot, Windows 11 OS IT1 is their HW reseller. IT1 images and deploys laptops to users. Help desk will almost never touch the HW. 80% tickets come in via email or self-service; they use Zendesk 2000 tickets/month - supporting the entire company not just local office Troubleshooting typically done over the phone; they use go to assist Expected to do desk visits as needed 90% phone/remote support, 10% desktop. May be the only IT support person at this location From one of the managers: A typical day is mostly reactive, focusing on resolving issues as they arise. You start by checking emails and Teams chats for any urgent updates. Then, review the ticket queue to prioritize urgent requests. Take a quick walk around the office to be visible as the face of IT, handling walk-up requests that can range from setting up PCs, troubleshooting crashes, mapping printers, changing passwords, addressing PC performance issues, and resolving virtual desktop problems. Additionally, you'll work on a few side projects, such as process improvements and clean-ups.
Skills
Office 365, Windows 11, desktop support, helpdesk, IT support, technical support, remote support, troubleshooting, customer service
Top Skills Details
Office 365,Windows 11,desktop support,helpdesk,IT support,technical support,remote support,troubleshooting,customer service
Additional Skills & Qualifications
Strong interpersonal skills at all levels and ability apply skills and techniques to solve problems Excellent teamwork/collaboration skills. Ability to establish and maintain a high level of user trust and confidence and the ability to manage client expectations. Strong writing and speaking skills to explain technical solutions to both technical and non-technical individuals. Ability to work with minimal direction - no manager looking over your shoulder Must be good at following established processes and procedures. This is an engineering company so everyone is detail oriented.
Experience Level
Expert Level
Pay and Benefits
The pay range for this position is $35.00 - $40.00/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 GARDEN GROVE,CA.
Application Deadline
This position is anticipated to close on Apr 25, 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $35 - $40
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