IT Help Desk Analyst (Tier 1)

Job Title: IT Help Desk Analyst (Tier 1)



Location: Dallas-Fort Worth, TX (Onsite/Hybrid)



Employment Type: Contract



Openings: 2






About the Role

We are looking for two Help Desk Analysts to join our support team in the Dallas-Fort Worth area. You will be the first point of contact for users who need technical help, so you will log, troubleshoot, and resolve issues quickly and professionally.

Key Responsibilities

• Respond to user requests by phone, email, chat, or ticketing system
• Log, track, and update tickets accurately
• Troubleshoot basic hardware, software, network, and account access issues
• Resolve common issues such as password resets and application errors
• Escalate complex problems to the appropriate team with clear documentation
• Follow standard procedures and meet service level targets
• Provide excellent customer service to every user

Required Qualifications

• 2+ years of experience in help desk, IT support, service desk, or a similar role
• Experience with ticketing tools (such as ServiceNow, Remedy, or Jira)
• Good troubleshooting and problem-solving skills
• Strong written and verbal communication
• Ability to work in a team and manage multiple tasks
• Must be a U.S. citizen
• Must be able to pass a fingerprint background check
• Must be able to work onsite in the Dallas-Fort Worth area

Preferred Qualifications

• CompTIA A+ or similar certification
• Knowledge of Windows, Microsoft 365, and Active Directory