Help Desk Analyst

Job Description

This Help Desk Technician role is a 6month contract-to-hire opportunity based on-site at the companys headquarters. You will provide phone and email support to healthcare end-users for an automated inventory management and charge capture system, as well as general PC software issues. The core platform uses RFID technology to monitor inventory levels, track medical device and consumable usage, and integrate data into existing healthcare IT systems. You will work in a high-volume support environment using a Salesforce-based ticketing system, with a strong emphasis on customer service, clear communication, and initiative to learn and grow.

Responsibilities

• Provide first-line help desk support via phone and email to healthcare end-users for automated inventory management and charge capture systems.
• Troubleshoot issues related to RFID-based inventory monitoring, medical device and consumable tracking, and data integration with healthcare IT systems.
• Resolve general PC software issues and basic IT problems for end-users as needed.
• Manage and work tickets in a Salesforce ticketing system, ensuring accurate documentation of issues, steps taken, and resolutions.
• Handle a high volume of support requests, contributing to a team that receives approximately 400500 tickets per month.
• Deliver white-glove customer service by listening carefully, asking clarifying questions, and providing clear, step-by-step explanations to non-technical healthcare professionals.
• Work effectively with inbound call center workflows, maintaining professionalism and responsiveness throughout each interaction.
• Participate in an on-call rotation after the initial training period, responding to overnight calls, emails, and monitoring system alerts, including during holidays.
• Remain available during on-call weeks to answer calls or pings from the monitoring system, understanding that healthcare operations run 24/7/365.
• Resolve most tickets within 510 minutes when possible, while appropriately escalating complex or persistent issues.
• Use downtime between calls to proactively study the companys technology, offerings, and support documentation to build deeper product and system expertise.
• Meet expectations for technology mastery by the 90-day mark, actively seeking knowledge and guidance to close any skill gaps.
• Collaborate with teammates and leadership to share knowledge, refine processes, and improve the overall support experience.
• Maintain a professional, courteous demeanor in all interactions and represent the support teams commitment to reliability and quality service.

Essential Skills

• Minimum of 6 months of inbound call center experience in a support center or customer service environment.
• Experience providing help desk or service desk support, including phone-based support.
• Solid understanding of IT basics and fundamentals, sufficient to troubleshoot common end-user and software issues.
• Proven customer service skills with a strong customer-first mindset.
• Experience working with non-technical end-users, translating technical concepts into clear, simple language.
• Excellent written and verbal communication skills for phone, email, and ticket documentation.
• Ability to work in a high-volume ticket environment and manage multiple requests using a ticketing system, preferably Salesforce or similar.
• Willingness and ability to participate in an on-call rotation, including nights and holidays, in support of a 24/7/365 healthcare environment.
• Demonstrated initiative and drive to learn, improve, and take ownership of personal development.

Additional Skills and Qualifications

• Previous technical support, help desk, or service desk experience supporting software or hardware issues.
• Experience in a healthcare-related support environment or supporting healthcare providers is beneficial.
• Familiarity with RFID technology, inventory management systems, or charge capture solutions is a plus.
• Experience using Salesforce as a ticketing system or CRM is advantageous.
• Ability to use downtime productively for self-study and skill development.
• Strong problem-solving skills and attention to detail when diagnosing and resolving issues.
• Comfort working both independently and as part of a collaborative support team.

Work Environment

This role is fully on-site at the companys headquarters in Tennessee, United States, with a standard schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. You will work in an office-based help desk environment that supports healthcare customers remotely. The team uses a Salesforce ticketing system and supports an RFID-enabled automated inventory management and charge capture platform integrated with healthcare IT systems. The support function operates in a 24/7/365 healthcare context, and you will participate in an on-call rotation after approximately 90 days of training. The on-call rotation typically occurs twice a month and then once a month alternating, running Monday to Monday from 5:00 p.m. to 8:00 a.m., including holidays. During on-call weeks, you can expect approximately 58 calls or emails per night, and the team remains flexible if a particularly long or busy night requires you to start later the following morning. The environment emphasizes professionalism, responsiveness, and high-quality customer interactions throughout the workday.

Job Type & Location

This is a Contract to Hire position based out of Powell, TN.

Pay and Benefits

The pay range for this position is $18.00 - $24.00/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)

Job Type & Location

This is a Contract to Hire position based out of Powell, TN.

Application Deadline

This position is anticipated to close on Nov 21, 2026.

Workplace Type

This is a fully onsite position in Powell,TN.

About TEKsystems

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.

About TEKsystems and TEKsystems Global Services

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.