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About the Role

The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees, handling a range of technical issues and administrative duties. This role requires excellent communication and technical skills to deliver high-level customer service in a fast-paced call center environment utilizing phone, chat, and Slack.

Responsibilities

• Troubleshoot software, hardware and connectivity issues remotely.
• Understand and articulate root cause on customer issues.
• Log all Service Desk contacts into Incident Management System (ServiceNow).
• Install, upgrade, and maintain software, hardware, and peripherals.
• Familiarize with encryption and security tools and triage within this environment.
• Assist customers in gaining access to various systems and servers.
• Deploy/patch software using device management technologies (VMware and Ivanti).
• Communicate call and chat trends and emerging issues.
• Take ownership of small projects from start to finish.
• Create Knowledge Base and process documentation.
• Work closely with the team to resolve or properly close aging tickets.
• Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Analyze and resolve incidents within expected turnaround time.

Requirements

• Must complete a mock ticket during the interview process, demonstrating strong documentation skills and adherence to the knowledge base.
• Must be fully present for the 2-week training period; exceptions are rare.
• Cannot request more than 30 days off in advance and no more than 1 week off at a time.
• Must use the Intuit Headset provided (Jabra 480).

Skills

• Windows 11
• Phone Support
• Chat Support
• VPN
• WIFI
• Slack Chat
• Connectivity
• Multitasking

Location

• New York, NY

Work Type

• Contract
• Full Time
• 40 hours a week
• Weekend shifts required from December- April
• Flexibility required during Tax Season peaks
• 7 days of support each week (5am-9pm PT)
• Remote

Experience Level

• Entry Level

Salary/Compensations

• $29.00 - $29.00/hr

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)

About the Company

• 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.
• 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.

Equal Opportunity

• EOE AA M/F/Vet/Disability.
• As a temporary agency partner to Intuit, we will consider for employment qualified applicants with histories in a manner consistent with requirements of local law.
• Intuit is proud to be an equal opportunity and affirmative action employer. Accordingly, as a temporary agency partner to Intuit, we make hiring decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law.
• We also consider qualified applicants regardless of histories for positions at Intuit, consistent with legal requirements.
• If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process or for more information, please talk with your recruiter or send a request to [email protected].
• For more information about Intuit’s hiring practices, please read their EEO policy.
• 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.
• 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.
• San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
• Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
• Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.