TEKsystems · 11 hours ago
Senior Help Desk Analyst
Madison, WI
Full-time
Hybrid
Mid, Senior Level
$21/hr - $28/hr
2+ years expTEKsystems is a leading provider of business and technology services, and they are seeking a Senior Help Desk Analyst to join their IT Service Desk team. This role serves as the primary point of contact for IT incidents and service requests, providing first-line technical support and ensuring customer satisfaction through effective issue resolution.
Information Technology
Responsibilities
Respond promptly to technical assistance inquiries via phone, in person, or electronically
Diagnose and resolve hardware, software, and peripheral issues (PCs, printers, copiers, scanners)
Provide user training and education as needed
Research solutions using knowledgebase tools and the service desk system
Follow standard service desk procedures and accurately document all requests and resolutions
Maintain hardware/software inventory accuracy
Prioritize and escalate urgent issues appropriately
Stay current on system updates, changes, and organizational IT standards
Communicate effectively with end users, team members, and vendors as required
Configure, install, and upgrade computer hardware and software
Install, configure, and maintain peripheral devices
Perform equipment moves, asset lifecycle activities, and surplus outdated equipment
Assist with developing and maintaining communication templates and procedures
Contribute to the creation and upkeep of the service desk system and knowledgebase articles
Support the development and refinement of standard operating procedures and escalation guidelines
Qualification
Required
Proficiency with Microsoft Windows 11 and common desktop operating environments
Strong working knowledge of Microsoft Office applications (Excel, Outlook, Teams, Word, PowerPoint) and Adobe Acrobat
Ability to clearly explain technical concepts to both technical and non‑technical users
Excellent written and verbal communication skills
Strong analytical, troubleshooting, and problem-solving abilities
Ability to prioritize and multitask in a fast‑paced environment
Strong customer service orientation and professionalism
Effective organizational skills and attention to detail
Experience developing user and support documentation
Understanding of ITIL Incident Management practices
Ability to identify trends and contribute to Major Incident awareness
Knowledge of Knowledge Management principles within a service desk environment
Ability to participate in larger technical initiatives, including system integrations and help desk platform enhancements
Preferred
Experience with ITSM/ticketing systems (e.g., Cherwell)
Experience writing technical and user documentation
2–5 years of experience imaging and deploying PCs
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
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
2025-11-19
2025-10-29
Company data provided by crunchbase