Help Desk Analyst

Balfour Beatty•Dallas, TX

19h•Hybrid

About The Position

Balfour Beatty US is an industry-leading provider of general contracting, at-risk construction management and design-build services for public and private sector clients across the nation. Performing heavy civil and vertical construction, our teams build the unique structures and infrastructure that play an important role in how people live, work, learn and play in our communities. Our teammates have an instinctive passion for innovating that is fueled by a relentless curiosity, a drive to employ lean practices and processes and the determination to find a better way. Through Zero Harm®, we are challenging the construction industry’s assumptions about safety. We believe that no level of harm should come to anyone as a result of our business. Consistently ranked among the nation’s largest building contractors by Engineering News-Record, our US business is a subsidiary of London-based Balfour Beatty plc (LSE: BBY).

Requirements

High school diploma or equivalent required.
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.
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, or Microsoft Fundamentals Certifications are beneficial.
Equivalent technical experience may substitute for formal education.
Familiarity with service desk ticketing systems or customer support environments preferred.
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.
Strong customer service orientation and user support mindset.
Ability to communicate technical issues clearly to non-technical users.
Strong problem-solving and analytical skills.
Ability to manage multiple priorities effectively.
Self-motivated with a willingness to learn and grow within IT support.
Team-oriented with the ability to collaborate effectively with IT staff and business users.

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.