Service Desk Analyst (Dallas​/Forth Worth

Posted on Jul 31st, 2026

Full Time

Kronia® is looking for a Tier 1 Service Desk Analyst to join a growing IT operations team responsible for delivering high-quality technical support across modern enterprise environments.
The ideal candidate will serve as the first point of contact for end users, providing technical assistance, resolving common hardware and software issues, and ensuring an excellent customer support experience. This role is ideal for an early-career IT professional with a strong customer-service mindset, eagerness to learn, and interest in supporting enterprise technologies such as Google Workspace, Jamf, Intune, macOS, and Windows environments.
You will work closely with Tier 2/Tier 3 support teams, systems administrators, and security teams to resolve incidents, elevate complex issues when appropriate, and contribute to efficient IT service delivery.

• Serve as the first point of contact for IT support requests via ticketing system, phone, email, or chat.
• Troubleshoot and resolve Tier 1 hardware, software, application, and account-related issues.
• Support users with common issues involving Google Workspace, including Gmail, Google Drive, Calendar, Docs, and Sheets.
• Assist with basic user account administration, password resets, group membership, and access requests.
• Configure and provision macOS and Windows devices following established procedures.
• Assist with device enrollment and management using Jamf Pro and Microsoft Intune.
• Support onboarding activities, including hardware setup, software installation, and user account configuration.
• Assist with employee offboarding activities, including account deactivation and equipment collection.
• Escalate complex technical issues to Tier 2 or Tier 3 support teams when appropriate.
• Document incidents, resolutions, and troubleshooting steps within the service management platform.
• Maintain accurate asset and ticket records while following established IT support processes.
• Deliver outstanding customer service while meeting service level agreements (SLAs).

• 0–2 years of experience in IT support, Help Desk, Service Desk, or a related technical support role.
• Basic knowledge of Google Workspace administration and end‑user support.
• Familiarity with macOS and Windows 10/11 operating systems.
• Exposure to endpoint management tools such as Jamf Pro and/or Microsoft Intune is a plus.
• Basic understanding of user account management, identity, and access concepts.
• Familiarity with networking fundamentals, VPN connectivity, and basic troubleshooting techniques.
• Experience using or willingness to learn ticketing platforms such as Zendesk or similar ITSM tools.
• Strong customer service orientation and excellent communication skills.
• Strong analytical and problem‑solving abilities.
  
  Excellent organizational skills and attention to detail.
• Eagerness to learn new technologies and grow within an enterprise IT environment.

• Google Workspace, Jamf, Microsoft, or CompTIA certifications (or currently pursuing them).
• Exposure to Mobile Device Management (MDM) solutions.
• Basic scripting knowledge (Bash or Power Shell).
• Familiarity with ITIL or IT Service Management concepts.
• On-site office environment, 5 days per week.
• Work location will be split between two office locations based on business needs, with the schedule and assigned days to be defined in preparation for the week.
• Participation in on-call support rotations outside regular business hours may be required.
• Opportunity for professional growth through mentorship from Tier 2/Tier 3 engineers and hands‑on experience with enterprise technologies.

At Kronia®, we believe in building more than just careers; we build experiences that empower people to grow, shine, and do meaningful work.
We offer a mix of growth opportunities, flexibility, cultural connection, and purpose because we know that when our people thrive, so do our solutions.

• A team that celebrates diversity, creativity, and shared success.
• Opportunities to grow professionally through real challenges, close mentorship, and exposure to international projects.
• A leadership style that is transparent,…