Job Description

TCI has an immediate need for a 2nd Shift IT Service Desk Analyst in Louisville, KY.  This is a 5-6 month contract opportunity with the possibility of extension.


The 2nd Shift IT Service Desk Analyst will support a global help desk team to ensure that the computer users receive appropriate assistance with technology related incidents and questions. Core support hours are 12:00pm to 11:00 pm Saturday, Sunday, Monday and Tuesday.

  • Ensure that all trouble calls are answered in a prompt, courteous and accurate fashion. Follow up on closed trouble calls to ensure the user is functioning effectively.
  • Escalates trouble calls to appropriate second level resources or to Service Desk leadership as necessary.
  • Tracks all calls in service management tools. Looks to identify patterns that may indicate either a systemic problem or a deficiency in training.
  • Ability to support Word, Outlook, Excel, and PowerPoint.
  • Occasionally, assists trainers with the delivery of scheduled training classes. Assist in training provided to new hires on the standard suite of software products.
  • Image laptops and coordination of workstation moves, installations, PC replacements.
  • Setup and maintenance of users mobile devices, specifically Android and iOS devices;
  • Supports scheduled maintenance windows and assistance with system emergencies (i.e., power outages).
  • Assists clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices and support of video conferences and audio/visual technology for meetings.
  • Diagnoses of PC/system/network problems and troubleshooting. 
  • Documentation and reports of any non-standard changes made to the system architecture.
  • Provide Telecom services support - which includes phone and voicemail training, the installation and testing of phones, handling move-add-change requests, notifying Telephone Systems of TELCO problems.
  • 2+ years of Service Desk, Help Desk, or IT Support experience.
  • Proven experience in troubleshooting Windows 7 desktop and laptop systems (experience with Windows 10 is a plus).
  • Strong knowledge of Microsoft Office (Outlook, Word, Excel and PowerPoint).
  • Strong understanding of document management systems.
  • Knowledge of mobile devices (Android and iOS devices).
  • Knowledge of Windows administration with experience in troubleshooting minor networking problems.
  • Excellent verbal communication skills and strong computer troubleshooting skills.
  • Ability to work core support hours of 12:00pm to 11:00 pm Saturday, Sunday, Monday and Tuesday
DESIRED (nice-to-have) SKILLS
  • College degree is preferred. Experience can be substituted for a degree.
  • At least one (1) year of work experience providing technology support in a large company (1,000+ employees).
  • Experience using ServiceNow ticketing system is highly preferred.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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