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TEKsystems - Orlando, FL
posted about 2 months ago
About the position
TEKsystems is seeking an experienced Tier 2 Service Desk Analyst for a 6-month contract-to-hire role with a nationally recognized organization in Orlando, FL. This hybrid position involves providing Level II incident resolution and service request management, including IT enterprise application deployments and system configuration changes. The analyst will serve as an escalation point for the Tier 1 Technology Support team and will be responsible for troubleshooting and resolving issues related to workstations, applications, systems, and endpoints.
Responsibilities
- Provide Tier 2 support, resolution, and onsite/remote troubleshooting of workstations, applications, systems, and endpoints.
- Serve as technical lead providing in-depth troubleshooting, setting Service Desk technical standards, and developing operational procedures.
- Provide team onboarding, ongoing technical mentorship, and training for new hires.
- Complete application deployments and system configurations across the enterprise.
- Investigate, triage, diagnose, and resolve escalated incidents impacting company IT Operations.
- Record all high severity activities and participate in root cause analysis meetings.
- Monitor applications and enterprise systems for equipment failures and performance errors.
Requirements
- 3+ years of IT Service Desk experience, specifically Tier 2 resolution experience.
- Strong knowledge of Active Directory (password resets, adding/removing users).
- Basic SQL scripting experience, including running queries and joining tables.
- Experience with MDM (mobile device management) and technical writing.
Nice-to-haves
- Bachelor's Degree in computer science or 5 years in a related technical field.
- Microsoft Certifications and CompTIA A+ certifications.
- Working knowledge of Microsoft SCCM and Azure.
- Experience building, deploying, and supporting POS (Point of Sale) systems.
Benefits
- Medical, dental & vision insurance
- Critical Illness, Accident, and Hospital insurance
- 401(k) Retirement Plan with pre-tax and Roth contributions
- Voluntary Life & AD&D insurance for employees and dependents
- Short and long-term disability insurance
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Paid Time Off (PTO), Vacation, or Sick Leave
