Service Desk Analyst

This range is provided by Compunnel Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $20.00/hr - $21.00/hr Direct message the job poster from Compunnel Inc. Technical Recruiter specializing in sourcing top IT talent for diverse industries in the USA using advanced recruitment strategies. Job Description: We are seeking a proactive and customer-focused Service Desk Analyst to provide first and second-level IT support in a fast-paced, multi-channel, 24x7 environment. This role is essential to IT operations and requires a dependable individual who can resolve user issues related to computer hardware, software, applications, and network systems while ensuring excellent service delivery. Technical Support & Issue Resolution Serve as the primary point of contact for all IT-related inquiries via phone, email, chat, walk‑ins, and online forms. Diagnose and troubleshoot issues related to desktops, laptops, mobile devices, software applications, and basic network connectivity. Document, triage, and resolve incidents or service requests in accordance with IT service standards. Escalate unresolved issues to higher-level IT teams with complete notes and analysis. Receive and process hardware for advanced troubleshooting when required. Monitor network systems and communicate outages or performance issues. Customer Service & Communication Provide clear, timely communication to users regarding issue status and resolution steps. Deliver exceptional customer service while maintaining professionalism in high‑pressure environments. Advocate for the user by ensuring accurate documentation and follow‑through until resolution. Process & Documentation Maintain detailed records of incidents, service requests, troubleshooting steps, and recurring issues. Create and update knowledge base articles for internal and external use. Assist in enforcing corporate IT standards, policies, and procedures. Able to work extended or unscheduled hours with short notice. Must remain at a workstation for long periods to process support requests. Travel to different CPS Energy locations as needed for training or business needs. Required Qualifications High school diploma or GED. Experience in IT Support, Service Desk, Network Operations, Engineering, or related technical area. Customer service experience in a support environment. Familiarity with Windows OS, mobile device platforms, desktop/laptop hardware, and common business applications. Ability to install software and resolve common application issues. Valid Class C Texas Driver’s License. Reliable transportation to support multiple work locations. Ability to obtain IT certifications such as CompTIA A+ or Network+ . Flexibility to work nights, weekends, holidays, and emergency shifts. Technical troubleshooting Problem‑solving & root‑cause analysis Team collaboration Physical Requirements Ability to sit, stand, walk, stoop, kneel, or crouch as needed. Must be able to lift or move up to 20 lbs. Manual dexterity for handling computer equipment. Seniority level Entry level Employment type Contract Job function Analyst IT Services and IT Consulting and Utilities Referrals increase your chances of interviewing at Compunnel Inc. by 2x Get notified about new Service Desk Analyst jobs in San Antonio, TX . #J-18808-Ljbffr