Technical Support Analyst

IT Technical Support Analyst

Diversified Services Network, Inc. (DSN) is seeking a full-time IT Technical Support Analyst to join our team in Irving, TX. We offer full benefits, PTO, 401k, and more! If you're looking to grow your career within an extremely reputable, stable Fortune 100 company - let's talk!

Position Overview

As an IT Technical Support Analyst, you will serve as a dedicated technical support resource, ensuring consistent, responsive coverage for the help desk team — including weekend hotline hours. In this role, you will triage and resolve incoming support cases with urgency and precision, helping maintain service continuity and reduce backlog for the broader team.

Key Responsibilities

• Provide weekend hotline coverage (Wednesday–Sunday, 7:00 AM–3:30 PM), serving as the primary point of contact for incoming technical support cases during that window.
• Handle password resets, system access allocations, and data conversions as part of day-to-day case management.
• Apply advanced troubleshooting and root cause analysis to identify, diagnose, and resolve complex technical issues across hardware and software platforms, preventing recurrence.
• Review and comb through logs and large datasets to support issue diagnosis.
• Collaborate with team members virtually via Microsoft Teams and in person to escalate and resolve complex cases.
• Escalate issues beyond first-line scope to Level 3 (L3) support, including specialized service engineers and technical leads, as part of a multi-tiered support model.
• Frontline agents handle routine inquiries and escalate complex issues to L3 support; supervisors set goals and foster a customer-centric, collaborative team culture.
• Leadership oversight includes regular call center leader meetings and daily team scrums.
• This is a full-time, on-site position based in a professional, business-casual office environment in Irving, TX, with direct, in-person access to team resources and systems.

Education & Experience:

• Associate's degree in a technology-related field
• AND 5+ years of technical experience in troubleshooting and root cause analysis.

Top Skills:

• Networking – Strong understanding of network protocols, configurations, and troubleshooting techniques.
• Windows Administration – Proficiency managing Windows environments, including user accounts, permissions, and system updates.
• Troubleshooting – Ability to quickly identify, diagnose, and resolve technical issues across hardware and software platforms.

Additional Required Skills:

• Working knowledge of SQL.
• Basic scripting or programming ability, with the capability to identify and follow syntax.
• Excellent customer service orientation, with clear communication, empathy, and responsiveness to user needs.
• Ability to work collaboratively in a team environment and maintain professionalism under pressure.
• Strong organizational and time management skills to handle multiple tasks effectively.

Benefits

• 401(k)
• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

Salary Expectations: $50,000-55,000 annually