TEKsystems is a leading provider of business and technology services, and they are seeking an IT Service Desk Analyst to provide day-to-day technical support for users across North America. The role involves ensuring operational excellence in end-user support, driving continuous improvement, and strengthening alignment between IT services and organizational goals.

Responsibilities

• Deliver daily IT support including hardware setup, configuration, provisioning, and user account management
• Provide enterprise application support, with preference for experience supporting JD Edwards, custom applications, and SaaS platforms
• Troubleshoot issues across Windows OS, Microsoft 365, network fundamentals, and common business applications
• Manage the Service Desk/ITSM platform (e.g., Jitbit or similar), including queue management, workflows, user access, and system availability
• Apply ITIL practices to improve incident, request, problem, and change processes; demonstrate how ITIL has been used in prior roles to elevate service quality
• Analyze service trends, identify root causes, and recommend process improvements that enhance user experience and operational efficiency
• Support the creation, maintenance, and adoption of the IT Service Catalog
• Serve as a liaison between IT and business units, ensuring clear communication, expectation management, and consistent service delivery
• Manage escalations across support tiers and coordinate with infrastructure, application, and security teams
• Contribute to continuous improvement initiatives and help shape long-term service strategy
• Oversee IT asset lifecycle processes, including procurement, deployment, tracking, and retirement
• Manage workplace assets such as endpoints, licenses, and user counts
• Support integrations between the Service Desk platform and other enterprise systems
• Use reporting and analytics tools (e.g., Power BI) to generate dashboards, KPIs, and insights that inform decision-making and highlight improvement opportunities

Skills

• 5+ years of IT Service Desk Analyst experience supporting a global organization
• Bachelor's degree in Information Technology, Computer Science, or related field
• Practical ITIL experience, with the ability to explain how ITIL frameworks were applied to improve processes, workflows, and service outcomes
• Strong communication skills, both written and verbal
• Proficiency with Windows OS, Microsoft 365, networking concepts, and enterprise applications
• Experience supporting or administering JD Edwards (preferred)
• ITIL v3/v4 training or certification
• Workplace IT certifications (MS-900, CompTIA+, MCSA)
• Experience administering an ITSM platform such as Jitbit
• Experience with Power BI or similar reporting tools

Benefits

• 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)

Company Overview

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