Help Desk Analyst

Description

Help Desk is part of a multi-level team that maintains our infrastructure and supports our company’s local and remote user community. It provides first level support for computer, network and software support requests for both in-person and remote users, international colleagues from Ireland to China. Typical Help Desk duties: • Responding to calls emails and tickets that involve password reset requests, printing issues (office and home), occasional assistance with program features in O365, Webex, assistance with remote connection and VPN issues. • Handling onsite service requests at our Madison, NJ Corporate Headquarters, and supporting our remote US and international offices (Mexico, Ireland, China and Malaysia). • Onboarding new users (creating accounts, shipping equipment, assisting the new users with getting setup, connected, signed in and oriented). • Laptop preparation, including re-imaging and configuration for new users. • Offboarding users (handling removal of accounts, recovery of assets) • Programming phones and voicemail for users • Coordinate repairs for equipment, i.e. laptops, monitors, docks and printers with vendors such as Dell, Peak Technologies and Canon. Hardware: • Dell Latitude laptops and monitors • Canon ImageRunner printers / scanners • MacBook • Printek Formspro 4500 impact printers • Zebra label printers Mobile Devices: • iOS • Android Phones • Cisco VOIP phone system Software • Microsoft Office 365 (Outlook, Word, Excel, Teams) • Active Directory • Microsoft Azure Portal • Cisco Webex and Microsoft Teams • Remote Device Management (Desktop Central, Zoho Assist, Remote Desktop) • ZScaler • KnowBe4 (user email and data security training)

Skills

Help desk support, Customer service

Top Skills Details

Help desk support,Customer service

Additional Skills & Qualifications

1) Handling Azure security alerts Reviews Azure alerts that report users logging in from unexpected remote locations, incomplete or failed logins, and possible compromised credentials. They review access logs in Azure and Microsoft Defender, verify user activities and perform account remediation if a compromise is discovered. a. Reviewing and verifying user login connections b. Review user’s mail to see if mail rules have been altered, security settings changed c. Assisting our Help Desk Level 2 team to investigate security alerts d. Need to be well versed in Microsoft Defender Threat Assessment and Cisco Umbrella 2) Account maintenance Update accounts reflecting password, name and role changes in so our users can access their laptops, email and shared data. a. Microsoft O365, providing access for Outlook, Teams b. Active Directory, providing access to laptop, network c. Cisco Call Manager (provides access to phones, WebEx and voicemail) 3) Software feature support for Microsoft O365 suite including Teams, Cisco WebEx and Zoom. Some of the calls we receive include: a. Mailbox and Calendar management using Cisco WebEx and Microsoft Teams b. We assist users with Mail Archiving profiles when their mailfiles grow up past their size limit. 4) Onboarding new users/Offboarding users a. Creation of new accounts in Active Directory, Office 365, Cisco WebEx and Adobe. b. Updating phone and voicemail programming to reflect new users. c. Configuration (imaging and updating) Dell laptops, docks and monitors d. Organizing, assigning and Shipping equipment. e. Connect with new users and help them get connected and logged in, completing security setup with Multi Factor Authentication, and getting acquainted with WebEx and Teams.

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $25.00 - $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 Madison,NJ.

Application Deadline

This position is anticipated to close on Sep 12, 2025.

h4> 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.

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.