Service Desk Analyst - (Hybrid in Dallas, TX)

Velocity • Dallas, TX

1d • Hybrid

About The Position

Velocity, A Managed Solutions Company, is seeking a highly skilled and customer-focused Service Desk Analyst I to join our MSP Service Desk team. This role is responsible for providing Tier 1 technical support to Velocity clients and end users, troubleshooting workstation, software, hardware, and connectivity issues while ensuring requests are handled in a timely, professional, and service-oriented manner. The Service Desk Analyst I plays an important role in maintaining a positive client experience by actively monitoring ticket queues, documenting issues, providing clear status updates, and escalating requests when appropriate. This role is ideal for a motivated technical professional who enjoys solving problems, communicating with clients, and working in a fast-paced managed services environment. This position is primarily work from home but requires an on-site presence at client environment(s) on an as-needed basis.

Requirements

• Prior experience in IT support, help desk, desktop support, managed services, or a similar technical support role preferred
• Strong knowledge of Windows desktop operating systems, PC hardware, peripherals, and Microsoft patching processes
• Working knowledge of basic networking concepts, including DHCP, DNS, NAT, subnets, and connectivity troubleshooting
• Strong customer service orientation with the ability to communicate clearly and professionally with clients, vendors, and internal teams
• Strong troubleshooting, problem-solving, documentation, and follow-through skills
• Ability to manage time effectively, prioritize tasks, and work across multiple tickets or issues simultaneously
• Detail-oriented, organized, adaptable, and able to work well under pressure
• Motivated self-starter with a willingness to learn, grow, and contribute to a team-oriented environment

Nice To Haves

• Bachelor’s degree in technology or equivalent technical experience (3-5 years)
• Experience supporting hospitality and / or healthcare environments

Responsibilities

• Provide Tier 1 Help Desk support and troubleshooting for client end users across desktops, laptops, hardware, software, peripherals, and common business applications
• Monitor Velocity’s ticketing system for inbound client requests, ensuring tickets are prioritized, documented, updated, and resolved in a timely manner
• Remediate workstation, operating system, software, connectivity, and managed services issues within the scope of Tier 1 support
• Provide timely and professional status updates to clients throughout the lifecycle of open service requests
• Escalate issues to appropriate internal teams or vendors when additional technical support is required, and assist with resolution as needed
• Create and maintain accurate tickets for detected issues, recurring problems, or items identified as outside expected standards
• Support proactive remediation of issues discovered through Velocity’s managed services tools, monitoring platforms, or service processes
• Follow established troubleshooting procedures, documentation standards, security practices, and service delivery best practices

Benefits

• Medical
• Dental
• Vision
• PTO & Paid Holidays
• Paid Parental Leave
• Paid Sick Time
• 401K – with Employer Match
• Company provided Life Insurance, Short/Long-Term Disability
• Supplemental Benefits Available

What This Job Offers

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