TEKsystems · 2 days ago
Service Desk Analyst
Baltimore, MD
Full-time
Hybrid
New Grad, Entry Level
$16.50/hr - $18/hrTEKsystems is a leading provider of business and technology services, seeking a detail-oriented Help Desk Support Specialist to join their team. In this role, you will serve as the first point of contact for end users, providing technical support and troubleshooting in a fast-paced help desk environment.
Information Technology
Responsibilities
Manage, log, and resolve 40–50 customer interactions per day with accuracy and professionalism
Serve as a customer advocate, ensuring timely and effective problem resolution
Apply intermediate to advanced troubleshooting skills across a variety of technical issues
Diagnose and resolve end‑user calls within a single point of contact support model
Collaborate with team members and provide assistance when needed
Maintain a 75% first‑call resolution rate; average call time is approximately 6 minutes
Support common issues related to:
Microsoft Outlook
Microsoft Word
Desksite (Document Management System)
Mobile devices
IP phones
Document formatting
Qualification
Required
Detail-oriented and customer-focused
Ability to manage, log, and resolve 40–50 customer interactions per day with accuracy and professionalism
Intermediate to advanced troubleshooting skills across a variety of technical issues
Ability to diagnose and resolve end-user calls within a single point of contact support model
Collaboration with team members and providing assistance when needed
Maintain a 75% first-call resolution rate; average call time is approximately 6 minutes
Support common issues related to Microsoft Outlook, Microsoft Word, Desksite (Document Management System), mobile devices, IP phones, and document formatting
Availability to work Monday–Friday, 1:00 PM – 10:00 PM
Hybrid schedule: In-office work required two days per week (Tuesdays and Wednesdays)
Participation in two TEK holidays per year, each requiring a 9-hour shift
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,
Founded in 1994
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