Help Desk Analyst

Help Desk Analyst
IT Support & Service Desk Dallas , Texas 10405 Sep 2, 2026

Help Desk Analyst

Buchanan Technologies is seeking a Help Desk Analyst for a long-term, onsite professional services engagement in the Dallas–Fort Worth area.

This role provides operational and escalated technical support to end users through phone, chat, email, and ticketing systems. The Help Desk Analyst will troubleshoot hardware, software, network, application, and Point-of-Sale issues while supporting established service desk procedures and security requirements.

The ideal candidate is customer-focused, capable of working independently, and experienced in resolving issues that could not be addressed during the initial customer contact.

• Respond to technical support requests received by phone, chat, email, and user-created tickets.
• Investigate and resolve issues escalated beyond the initial level of support.
• Troubleshoot end-user hardware, software, network connectivity, application, and Point-of-Sale issues.
• Monitor network hardware, software, and application servers for stability and operational efficiency.
• Identify, research, and resolve non-routine technical incidents and service disruptions.
• Serve as an independent technician for assigned incidents, requests, and operational tasks.
• Escalate complex or major incidents to the appropriate technical teams when necessary.
• Create, maintain, and update Standard Operating Procedures based on known issues and established solutions.
• Coordinate with other IT teams to support incident resolution and service restoration.
• Assist with training and knowledge-sharing activities for IT support personnel.
• Prepare operational and management reports related to service desk activity and performance.
• Protect sensitive and restricted data, systems, processes, and services by following applicable physical and information-security requirements.
• Follow established policies, procedures, service standards, and support guidelines.
• Perform other related duties as assigned.

• Ability to resolve technical issues that could not be resolved during the first or second customer contact.
• Experience supporting users through phone, chat, email, and ticketing systems.
• Working knowledge of desktop hardware, software, networking, and enterprise applications.
• Ability to research technical problems and apply documented or known solutions.
• Experience creating or updating technical documentation and Standard Operating Procedures.
• Ability to work independently while collaborating effectively with other IT teams.
• Strong customer-service, communication, documentation, and problem-solving skills.
• Ability to follow established security requirements, policies, and procedures.
• Ability to work onsite in the Dallas–Fort Worth area.

• At least one year of Point-of-Sale support experience.
• Experience supporting retail, distributed endpoint, or similar enterprise environments.
• Experience monitoring network hardware, software, or application-server availability.
• Familiarity with incident management, escalation, and service desk reporting processes.

Buchanan Technologies is a global IT services and solutions provider helping organizations modernize, manage, and support their technology environments. Our teams work across infrastructure, cloud, end-user computing, cybersecurity, application services, and managed IT operations.

We are looking for professionals who bring technical aptitude, a customer-focused mindset, and the ability to succeed in complex enterprise environments.