Service Desk Analyst

Service Desk Analyst – TEKsystems

Our client is hiring 3 Service Desk Analyst to support internal employees. These Analysts will sit on‑site in Catonsville, MD. The Service Desk Analyst provides front‑line technical support for inbound requests received via phone, email, and chat. Requests range from simple tasks such as password resets to more involved troubleshooting requiring effective triage and issue resolution.

• Respond to inbound service requests (phone, email, chat)
• Troubleshoot and resolve technical issues for end‑users
• Use IT ticketing systems to track and document interactions
• Escalate unresolved issues to appropriate teams
• Maintain documentation and knowledge base articles
• Participate in on‑call schedule as required

• 1–2 years of help desk or call center support experience
• 1–2 years of experience using help desk ticketing systems (e.g., Service Now, Ivanti)

• Ability to troubleshoot common Windows‑related issues
• Working knowledge of Active Directory
• Understanding of domain hierarchy
• Proficiency with Microsoft Windows operating systems
• Strong familiarity with Microsoft Office applications
• Experience troubleshooting VPN clients
• Ability to learn and support custom applications

• Monday – Thursday (In‑Office): 6am–3pm (1 person)
• Monday – Thursday (In‑Office): 10am–7pm (1 person)
• Monday – Thursday (In‑Office): 2pm–11pm (1 person)
• Friday (Remote)

Contract position based out of Halethorpe, MD.

Pay range: $18.00 – $20.00 per hour.

• 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)

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.