Service Desk Analyst

IT Service Desk Analyst (Customer Support)

Work Location: Downtown Fort Worth, TX (onsite) Duration: Contract-to-hire (eligible to hire at 6 months) Schedule: Must be flexible — this is a 24x7x365 operations environment (rotating shifts, nights, weekends, and holiday coverage as assigned)

Position Summary

The IT Service Desk Analyst serves as the front line of IT support for both internal employees and external customers, resolving incidents and service requests quickly and with a high degree of customer care. This role sits on the IT Service Delivery team and reports to the IT Service Delivery Manager, executing the day-to-day L1 triage, incident intake, and operations monitoring that keep business-critical systems available around the clock. A core responsibility of this role is supporting the company's mainframe-based order and invoicing system — monitoring jobs, responding to processing issues, and escalating appropriately so that order flow and billing are never interrupted. The ideal candidate combines strong first-level service desk fundamentals (M365, identity and password administration, ticket handling) with hands-on mainframe operations exposure, and thrives in a fast-moving, always-on support environment.

Responsibilities

• Serve as the first point of contact for all IT incidents and service requests from internal and external customers via phone, email, and ticket queue.
• Perform L1 triage: capture, categorize, prioritize, and document every incident accurately in Jira Service Management (JSM), escalating to L2/L3 or vendor support when resolution exceeds L1 scope.
• Support and troubleshoot Microsoft 365 (Outlook/Exchange, Teams, SharePoint, OneDrive), Windows desktops, VPN/remote access, and standard enterprise applications.
• Administer identity and access requests — password resets, account unlocks, MFA enrollment, provisioning and deprovisioning — in line with established security standards.
• Monitor mainframe operations supporting the order and invoicing system: watch batch job execution, respond to job failures and abends, run reruns/restarts per documented procedures, and monitor output and print/distribution processes.
• Support external customer-facing order and invoicing issues, researching transaction and processing errors and coordinating resolution with business and technical stakeholders.
• Execute operations monitoring across servers, networks, and enterprise systems, acting on alerts and events per documented runbooks and escalation paths.
• Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs) for response time, resolution time, and customer satisfaction.
• Follow ITIL-based incident, problem, and change management processes, contributing quality documentation that supports root cause analysis and problem management.
• Participate in the lifecycle of critical incidents — providing timely status updates, engaging the right resources, and supporting after-action review.
• Create, maintain, and improve knowledge base articles, runbooks, and standard operating procedures to increase first-contact resolution and shift-to-shift consistency.
• Support hardware and software provisioning, imaging, and asset tracking against enterprise standards.
• Identify recurring issues and process gaps, and surface improvement recommendations to the IT Service Delivery Manager.
• Deliver clean, complete shift handoffs in a 24x7x365 rotation so that in-flight issues are never dropped.

Skills & Qualifications

• 3+ years of experience in an IT service desk, help desk, or IT operations role supporting both internal and external customers.
• 3+ years of hands-on first-level support experience with Microsoft 365, Active Directory / Entra ID (password resets, account administration, MFA), and Windows desktop troubleshooting.
• Mainframe operations experience required — job/batch monitoring, abend response, rerun/restart procedures, and console operations (z/OS, JCL, JES, and job scheduling tooling such as Control-M or CA-7 are a plus).
• Experience supporting an order management, invoicing, or billing application, ideally one running on a mainframe platform.
• Experience with ITSM ticketing tools; Jira Service Management (JSM) strongly preferred.
• Working knowledge of ITIL/ITSM concepts — incident, problem, and change management — and of operating to defined SLAs and KPIs.
• Familiarity with operations monitoring and alerting tools, and comfort acting on alerts using documented runbooks.
• Exceptional customer service and communication skills, with the ability to explain technical issues clearly to non-technical internal and external customers.
• Strong problem-solving skills, sound judgment on when to escalate, and disciplined ticket documentation habits.
• Ability to manage multiple competing priorities in a fast-paced environment while maintaining attention to detail.
• Must be available to work a flexible schedule in a 24x7x365 environment, including nights, weekends, holidays, and on-call rotation as needed.
• ITIL Foundation certification preferred.
• College degree is required.