Help Desk Analyst

Balfour Beatty Communities•Dallas, TX

13d•Hybrid

About The Position

Balfour Beatty is seeking a Help Desk Analyst to join our information technology team in Dallas, TX. This is a hybrid position that allows the employee to work three days a week at the office and two days a week at home.

Requirements

Basic understanding of Windows operating systems and Microsoft Office environments.
Strong customer service and communication skills.
Ability to troubleshoot basic hardware, software, and connectivity issues.
Familiarity with service desk ticketing systems or customer support environments preferred.
Ability to multitask and manage multiple support requests in a fast-paced environment.
Strong written and verbal communication skills.
Ability to work independently and within a team environment.
Willingness to learn new technologies and processes.

Nice To Haves

Associate degree in Information Technology, Computer Science, or related field preferred.
Relevant industry certifications such as CompTIA A+, Google IT Support Certification, Microsoft Fundamentals Certifications.
Equivalent technical experience may substitute for formal education.
Previous customer service or technical support experience preferred but not required.
Experience with Microsoft 365 / Office 365 support.
Basic knowledge of networking concepts including Wi‑Fi, VPN, and printers.
Experience supporting remote users and hybrid work environments.
Experience using remote support tools and ticketing platforms.

Responsibilities

Provide first-level technical support to employees via phone, email, chat, and ticketing systems.
Troubleshoot and resolve basic hardware, software, printing, Microsoft Office, and connectivity issues.
Escalate complex issues to higher-level IT support teams when necessary.
Answer incoming service desk calls in a professional and timely manner.
Deliver excellent customer service while assisting users with technical requests and incidents.
Maintain clear communication with users throughout the support process.
Create, update, manage, and resolve service desk tickets within the IT ticketing platform.
Document troubleshooting steps, resolutions, and user communications accurately and thoroughly.
Assist with setup, deployment, and troubleshooting of desktops, laptops, monitors, printers, mobile devices, and standard software applications.
Participate in IT team meetings, training sessions, and operational discussions.
Collaborate with other IT staff to improve service desk operations and end-user support processes.
Perform other duties as assigned.