IT Helpdesk Support Analyst

Description

The Help Desk technician assists in a variety of duties to help assure that all SOS staff have operational laptops, peripherals, and access to required software and network files.

The position is on-site, no remote, 8:00 a.m.-5:00 p.m.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Under the general direction of the Service Desk Manager, the essential functions include, but are not limited to the following:

•Serve as first point of contact for internal & external customers seeking technical assistance over the phone, email, or in person.

•Answer queries on basic technical issues and offers advice to solve them (e.g., password resets, VPN or wireless network connections, email or printing issues, workstation peripherals).

•Provide support & service to information system users on a computer or telecommunication network running in stand-alone, client/server, web-based, and/or networked environment using established methods and procedures.

•Perform remote troubleshooting through diagnostic techniques and pertinent questions; determines the best solution based on the issue and details provided by customers.

•Direct unresolved issues to the next level of support personnel; record events, problems, and their resolution in tracking system (i.e., Service Now Help Desk Portal).

•Follows-up and update customer status and information with appropriate team member(s).

•Read technology manuals and documents and follow established methods and procedures to perform routine analysis to resolve problems.

•Provide installation and monitoring support for the SOS Information Technology department: Unpacks hardware, software & related equipment. Stages and/or racks hardware. Performs set-up and installation for hardware and/or software; establishes network connectivity.

•Promote system security and awareness by adhering to the Agency’s and/or State’s IT security policy(s) and standards. Stay current regarding new technologies, standards and techniques and learns and/or acquires new skills as required.

•As assigned, serves as a member of the Disaster Recovery, Election Night, and Incident Response Teams.

•Other duties as assigned.

MINIMUM QUALIFICATIONS

Education

•Associate’s degree preferred.

Experience

• Required: Thirty-six months experience with Office 365 o Twenty-four months strong working knowledge of ITSM products (Service Now) o Six months experience with MS Teams

• Preferred: Excellent client-facing and internal communications skills o Excellent written and verbal communications skills o Solid organizational skills including attention to detail and multitasking skills

Knowledge, Skills & Abilities

• Knowledge of computer hardware, software & operating systems & procedures

• Ability to deal with many variables & determine specific action, cooperate with co-workers on group projects

•Follow SOS policies and procedures, as well as applicable state and federal laws and administrative code as they relate

•Interpret and follow a variety of instructions in written, oral, or picture format

•Use proper research methods in gathering data; gather, collate & classify information about data, people or things

•Keen attention to detail, accuracy in work and organization skills

Technology

•Personal computer, Microsoft Office 365 – Word, Excel, PowerPoint, Outlook; Database, Service Now

WORK ENVIRONMENT & PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Work is typically performed in an indoor office environment. While performing the duties of this job, the employee is frequently required to sit or stand, walk, talk, and listen; the employee may occasionally have to stoop, bend, reach, and lift up to 20 pounds. Employees need manual dexterity to operate standard office equipment and a personal computer, clarity of speech and hearing or other communication capabilities to discern verbal instructions and to communicate effectively with others and visual acuity to comprehend written work instructions and review, evaluate, and prepare a variety of written materials and documents.

Job Type & Location

This is a Contract position based out of Columbus, OH.

The pay range for this position is $20.00 - $24.00/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 onsite position in Columbus,OH.

This position is anticipated to close on Feb 28, 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.