Epic Help Desk Analyst Jobs in Rochester, NY (NOW HIRING)

We are seeking a customer-focused Service Desk Analyst to provide first-line technical support to end users in a fast-paced enterprise environment. The ideal candidate will have experience supporting users through a ticketing system, administering Active Directory accounts, and delivering exceptional customer service. This role requires a hands-on professional who thrives in an on-site, end-user facing environment and is committed to delivering timely technical solutions.

• Serve as the first point of contact for end-user technical support requests via phone, email, walk-ups, and ticketing systems.
• Troubleshoot and resolve hardware, software, account access, and connectivity issues.
• Create, modify, and maintain user accounts, passwords, and group memberships within Active Directory.
• Manage and update incidents, service requests, and documentation through ServiceNow or other ticketing platforms.
• Escalate complex technical issues to appropriate support teams while ensuring timely follow-up and resolution.
• Provide support for desktops, laptops, printers, peripherals, and common business applications.
• Deliver a high level of customer service while maintaining strong communication with end users and stakeholders.
• Document troubleshooting steps, resolutions, and knowledge base articles to support operational efficiency.
• Assist with workstation setup, device deployment, and user onboarding activities.
• Follow established IT service management processes and service level agreements (SLAs).

• Experience in an IT Service Desk, Help Desk, Desktop Support, or related technical support role.
• Internship, co-op, academic project, or professional experience supporting end users in an IT environment.
• Working knowledge of Active Directory administration and user account management.
• Experience utilizing a ticketing system; ServiceNow experience preferred.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to work effectively with users of varying technical backgrounds.
• Comfortable working in a fully on-site, customer-facing support environment.

• Experience supporting Microsoft Windows environments.
• Familiarity with Microsoft 365 applications and services.
• Knowledge of ITIL concepts and incident management processes.
• Experience supporting hardware deployments and workstation setups.

• IT Service Desk Support
• Active Directory
• ServiceNow
• Ticket Management
• Desktop Support
• End-User Support
• Troubleshooting
• Customer Service
• Incident Resolution
• Technical Support
• Communication Skills
• User Account Administration

Job Type & Location

This is a Contract position based out of Rochester, NY.

The pay range for this position is $18.00 - $21.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • 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)

This is a fully onsite position in Rochester,NY.

This position is anticipated to close on Sep 5, 2026.

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.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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.

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.