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 and helps ensure the smooth operation of the IT infrastructure. The role includes troubleshooting hardware, software, and network issues and contributing to a positive user experience.

The analyst provides support through phone, email, and remote tools; records and tracks incident tickets; maintains the knowledge base; and escalates complex issues to higher-level support teams when needed. The position also involves adhering to service level agreements and performance metrics, participating in team meetings and training, and contributing to process improvements and development of technical skills. Additional tasks may be assigned by leadership.

Requirements

• Previous Service Desk or Call Center experience.
• 1–2 years of related work experience, an AA degree, or technical training preferred, or an equivalent combination of education and experience.
• 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.
• Customer-service focus.
• Self-starter, motivated, task-oriented team player able to think outside the box.
• Phone etiquette and executive presence.

Nice To Haves

• A+ certification is preferred.
• An AA degree or technical training is preferred.

Responsibilities

• Provide timely and effective technical support to end-users via phone, email, and remote tools.
• Diagnose and resolve hardware issues, including those involving PCs, laptops, and printers.
• Troubleshoot software installations and configurations, network connectivity, user accounts, and 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: No Education Listed