Lead Service Desk Analyst (On-Site)

Whatever You Need Consulting (WYN Consultants) | Full time Lead Service Desk Analyst (On-Site) Dallas, United States | Posted on 05/21/2026 We are seeking a highly skilled and self-driven Lead Service Desk Analyst to join a growing IT support and managed services environment. This role serves as the primary on-site technical resource responsible for managing incoming support requests, prioritizing technical issues, and ensuring timely resolution for end users. The ideal candidate is a motivated technical professional who thrives in fast-paced environments, enjoys solving complex technical problems, and can operate independently while maintaining a high level of customer service and professionalism. This is a full-time on-site position based in Dallas, TX. Travel to additional client sites may be required on an as-needed basis. Provide advanced troubleshooting for escalated desktop, application, hardware, and connectivity issues Serve as the primary on-site point of contact for technical support needs Self-manage and prioritize incoming support requests based on urgency and business impact Monitor ticket queues to ensure issues are addressed and resolved within established timelines Maintain accurate documentation and updates throughout the ticket lifecycle Deliver professional and timely communication to end users and internal support teams Identify recurring technical issues and assist with root-cause resolution efforts Support user account management, workstation deployments, device setup, and access configuration Collaborate with internal technical teams for escalations and advanced issue resolution Maintain awareness of overall end-user experience and escalate productivity-impacting concerns when necessary Follow established troubleshooting procedures, documentation standards, and security protocols Requirements Required Knowledge, Skills & Abilities 3–5+ years of experience in IT support, desktop support, help desk, service desk, or managed services environments Strong knowledge of Windows operating systems, desktop hardware, and peripherals Understanding of networking fundamentals including DNS, DHCP, and connectivity troubleshooting Ability to troubleshoot independently and resolve escalated technical issues Strong customer service and communication skills with both technical and non-technical users Excellent organizational, documentation, and follow-through abilities Experience working with ticketing systems and support workflows Ability to prioritize tasks and manage multiple support requests simultaneously Self-motivated with a strong sense of ownership and accountability Preferred Qualifications Experience supporting enterprise or multi-site environments Familiarity with Microsoft 365, Active Directory, and endpoint management tools Exposure to managed services or field support environments Technical certifications are a plus (CompTIA, Microsoft, ITIL, etc.) Competitive compensation Medical, Dental, and Vision insurance Paid Time Off and Paid Holidays 401(k) with employer match Ongoing technical training and professional development #J-18808-Ljbffr