IT Support Desk Analyst

Real Time Resolutions Inc•Dallas, TX

1d•Hybrid

About The Position

The IT Support Desk Analyst serves as the first point of contact for internal employees seeking technical assistance. This role is responsible for receiving, prioritizing, and resolving service requests and incident tickets submitted via phone, email, chat, or ticketing systems. The Analyst provides timely and effective support for hardware, software, network, and system-related issues in a fast-paced, service-oriented environment. This position plays a critical role in maintaining business continuity by ensuring employees have reliable access to the technology and systems needed to perform their jobs. The role also offers opportunities for professional growth within the organization.

Requirements

Bachelor’s degree in Information Technology or relevant field or equivalent related work experience required.
Minimum 1–2 years of experience in IT support, help desk, or a related technical role.
Experience supporting Microsoft-based environments, including Windows OS and Microsoft 365 ( Outlook, Teams, OneDrive) and familiarity with Active Directory preferred.
Working knowledge of PC hardware, operating systems, and basic networking concepts.
Experience with ticketing systems (ServiceNow, Jira, Zendesk, etc.) and VPN tools.
Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues in a timely and structured manner.
Excellent verbal and written communication skills with a customer-service mindset.
Ability to manage multiple priorities in a fast-paced environment.
Team-oriented with the ability to collaborate effectively across departments.
Self-motivated with a willingness to learn new technologies.
Must successfully pass a comprehensive background check per client requirements.

Responsibilities

Serve as the primary point of contact for all IT support requests, including phone, email, chat, and ticketing system submissions.
Log, track, prioritize, and manage service tickets in accordance with established service level agreements (SLAs).
Diagnose and troubleshoot hardware, software, network, and system issues in a Microsoft-based environment.
Provide remote and in-person technical support for desktops, laptops, mobile devices, printers, and peripherals.
Support and troubleshoot proprietary and third-party business applications.
Escalate complex or unresolved issues to appropriate internal teams while maintaining ownership of the ticket through resolution.
Install, configure, and maintain computer systems, software applications, and user accounts.
Assist with onboarding and offboarding processes, including equipment setup, access provisioning and system deactivation.
Document issues, resolutions and processes to contribute to internal knowledge base and improve service efficiency.
Maintain inventory of IT equipment and assist with procurement, setup and deployment of hardware.
Participate in system upgrades, technology rollouts and IT-related projects.
Educate users on basic system functionality and promote best practices for technology use and security.
Ensure compliance with company policies, data security standards and regulatory requirements.