Service Desk Analyst (Hybrid)

Job DescriptionGeneral SummaryWe 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 2Compensation: $20-$30/hourPrincipal Duties & ResponsibilitiesProvide Tier 1 technical support for desktops, laptops, software, hardware, peripherals, and standard business applicationsMonitor ticket queues and respond to incoming support requests promptlyTroubleshoot workstation, operating system, application, and connectivity-related issuesMaintain accurate documentation, ticket updates, and issue tracking throughout the support lifecycleProvide professional communication and status updates to end users and internal support teamsEscalate complex technical issues to appropriate teams or vendors when necessaryAssist with issue tracking, recurring problem identification, and proactive remediation effortsSupport user account setup, basic system configuration, and endpoint support activitiesFollow established troubleshooting procedures, documentation standards, and security protocolsContribute to maintaining a positive and efficient support experience for end usersRequirementsQualifications, Knowledge & SkillsPrevious experience in IT support, desktop support, help desk, service desk, or managed services environments preferredStrong understanding of Windows operating systems, desktop hardware, peripherals, and software troubleshootingBasic networking knowledge including DHCP, DNS, NAT, subnets, and connectivity troubleshootingStrong customer service and communication skillsAbility to troubleshoot technical issues while maintaining professionalism under pressureExcellent organization, documentation, and multitasking abilitiesExperience working with ticketing systems and support workflowsAbility to prioritize tasks and manage multiple support requests simultaneouslySelf-motivated with a strong willingness to learn and grow within an IT support environmentPreferred QualificationsExperience supporting enterprise or multi-site environmentsFamiliarity with Microsoft 365, Active Directory, and endpoint management toolsExposure to remote support tools and monitoring platformsTechnical certifications are a plus (CompTIA, Microsoft, ITIL, etc.)BenefitsBenefitsCompetitive compensationMedical, Dental, and Vision insurancePaid Time Off and Paid Holidays401(k) with employer matchCareer advancement opportunitiesOngoing technical training and professional development