Service Desk Analyst I

Associa • Richardson, TX

1d

About The Position

We are seeking a highly motivated and customer-focused Service Desk Analyst to join the IT team. As a primary point of contact for end-users, the analyst provides first-level technical support, troubleshoots hardware, software, and network issues, and contributes to a positive user experience.

Requirements

• Previous Service Desk or Call Center experience.
• Related work experience, an associate degree, or technical training, or an equivalent combination of education and experience.
• Focus on providing exceptional customer service.
• Strong communication skills.
• Strong technical aptitude.
• Problem-solving and critical-thinking skills.
• Knowledge of Windows 10 and 11 operating systems.
• Familiarity with Remote Desktop tools.
• Self-starter and motivated.
• Task-oriented and a team player.
• Ability to think out of the box.
• Phone etiquette and executive presence.

Nice To Haves

• A+ certification preferred.
• One to two years of related work experience, an associate degree, or technical training is preferred.

Responsibilities

• Provide timely technical support to end-users via phone, email, and remote tools.
• Diagnose and resolve hardware issues involving PCs, laptops, printers, and other equipment.
• Install and configure software.
• Troubleshoot network connectivity issues.
• Manage user accounts.
• Troubleshoot Microsoft Office applications.
• Log and track incident tickets in the ticketing system.
• Maintain and update the knowledge base to improve troubleshooting efficiency.
• Escalate complex issues to higher-level support teams when necessary.
• Adhere to service level agreements (SLAs) and meet performance metrics.
• Participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery and technical skills.
• Perform additional tasks assigned by leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree