Service Desk Analyst I

Job Description

Job Description

We are looking for an Service Desk Analyst I to join a construction-focused organization in Grand Prairie, Texas. This contract opportunity with potential for a long-term role is ideal for someone who enjoys solving technical issues, assisting users with day-to-day technology needs, and delivering dependable service in a fast-paced environment. The person in this role will provide frontline support for internal and external users while helping maintain a smooth and productive technology experience.

Responsibilities:

• Deliver first-line technical assistance to both internal team members and external users by resolving common hardware, software, and access-related issues.

• Investigate reported problems by asking thoughtful questions, gathering relevant details, and identifying the most effective path to resolution.

• Record support requests, troubleshooting steps, and outcomes with clear, accurate, and thorough documentation.

• Escalate more complex incidents when needed while maintaining communication with users on status and next steps.

• Support Windows-based environments, Microsoft 365 applications, browsers, and common business tools to restore user productivity quickly.

• Assist with software installation, device setup, and general troubleshooting for desktops, laptops, and mobile applications.

• Contribute to service improvement efforts by identifying recurring issues and sharing findings that support knowledge resources and product quality.

• Participate in training and team knowledge-sharing activities to strengthen technical skills and improve support consistency.

• High school diploma, associate degree, college degree, or equivalent practical experience.
• At least 1 year of customer service experience, ideally in a call center or high-volume support environment.
• 1+ year of help desk or technical support experience preferred.
• Working knowledge of troubleshooting Windows operating systems, Microsoft Office products, and Office 365 applications, especially Outlook.
• Familiarity with Active Directory, SharePoint, Salesforce, browser support, and software installation is preferred.
• Experience supporting computer hardware, Apple devices, deployments, and mobile applications is a plus.
• Strong verbal and written communication skills with the ability to explain technical information clearly.
• Ability to meet attendance expectations and successfully complete background screening and drug testing.