Service Desk Analyst I

Associa•Richardson, TX

36d•Onsite

About The Position

Associa is seeking a highly motivated and customer-focused Level 1 Service Desk Analyst to join our dynamic IT team. As a primary point of contact for our end-users, you will play a crucial role in ensuring the smooth operation of our IT infrastructure. This position involves providing exceptional first-level technical support, troubleshooting a diverse range of hardware, software, and network issues, and contributing to a positive user experience. If you are a proactive problem-solver with a passion for technology and helping others, we encourage you to apply.This role requires onsite presence 5 days a week in our Richardson, Texas location. Could be various shift work.

Requirements

Focus on providing exceptional customer service
Great communication skills
Strong technical aptitude
Problem solving & critical thinking
Knowledge of Windows 10 and 11 Operating Systems
Familiarity with Remote Desktop tools
1-2 years of related technical service desk experience or equivalent combination of Associates or Bachelors degree and some related work experience
Self-starter
Motivated
Task oriented
Team player
Ability to think out of the box
Phone Etiquette
Executive Presence

Nice To Haves

A+ Certified - Preferred

Responsibilities

Provide timely and effective technical support to end-users via phone, email, and remote tools.
Diagnose and resolve a wide range of IT issues, including:
Hardware troubleshooting (PCs, laptops, printers, etc.)
Software installations and configurations
Network connectivity issues
User account management
Troubleshooting Microsoft Office applications
Log and track incident tickets in our 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.
Actively participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery and personal technical skills.
Any additional tasks assigned by leadership