IT Service Desk Analyst

Position: IT Service Desk Analyst 1
Description

On a day-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...

20-30+ calls per days:
Common computer user issues...

- Remote connections (desktop/VPN)

- Hardware Issues within Units (requesting replacements)

- Office/Outlooks issues

- Password Resets

- Remote/VPN

- Epic/EMR related Calls

Technology Supported:

- ServiceNOW (ITSM Software/ticketing system)

- LAN/WAN Networks

- Exchange/Outlooks 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 large customer base whose business functions rely primarily on computer-based technologies. Maintain expertise in current desktop and network technologies, as well as 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

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.

Final date to receive applications

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 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,…