Service Desk Analyst (Hybrid)

Service Desk Analyst

General Summary: We are seeking customer-focused and technically skilled Service Desk Analysts to support end users within a fast-paced IT services environment. This role is responsible for providing Tier 1 technical support, troubleshooting hardware and software issues, and ensuring support requests are handled efficiently and professionally. The ideal candidate enjoys problem-solving, communicating with users, and working in a collaborative technical support environment. This role is well-suited for someone who is organized, service-oriented, and motivated to grow their technical skillset. This is a hybrid position based in Dallas, TX. Candidates must be available to report to the office as needed and may be required to work onsite for up to 90-day periods depending on business needs.

Openings: Qty 2 Compensation: $20–$30/hour

Principal Duties & Responsibilities:

• Provide Tier 1 technical support for desktops, laptops, software, hardware, peripherals, and standard business applications
• Monitor ticket queues and respond to incoming support requests promptly
• Troubleshoot workstation, operating system, application, and connectivity-related issues
• Maintain accurate documentation, ticket updates, and issue tracking throughout the support lifecycle
• Provide professional communication and status updates to end users and internal support teams
• Escalate complex technical issues to appropriate teams or vendors when necessary
• Assist with issue tracking, recurring problem identification, and proactive remediation efforts
• Support user account setup, basic system configuration, and endpoint support activities
• Follow established troubleshooting procedures, documentation standards, and security protocols
• Contribute to maintaining a positive and efficient support experience for end users

Requirements Qualifications, Knowledge & Skills:

• Previous experience in IT support, desktop support, help desk, service desk, or managed services environments preferred
• Strong understanding of Windows operating systems, desktop hardware, peripherals, and software troubleshooting
• Basic networking knowledge including DHCP, DNS, NAT, subnets, and connectivity troubleshooting
• Strong customer service and communication skills
• Ability to troubleshoot technical issues while maintaining professionalism under pressure
• Excellent organization, documentation, and multitasking abilities
• Experience working with ticketing systems and support workflows
• Ability to prioritize tasks and manage multiple support requests simultaneously
• Self-motivated with a strong willingness to learn and grow within an IT support environment

Preferred Qualifications:

• Experience supporting enterprise or multi-site environments
• Familiarity with Microsoft 365, Active Directory, and endpoint management tools
• Exposure to remote support tools and monitoring platforms
• Technical certifications are a plus (CompTIA, Microsoft, ITIL, etc.)

Benefits:

• Competitive compensation
• Medical, Dental, and Vision insurance
• Paid Time Off and Paid Holidays
• 401(k) with employer match
• Career advancement opportunities
• Ongoing technical training and professional development