Service Desk Associate

IT Service Desk Analyst

Location:

Downtown Fort Worth Corner Stone Technology Talent Services (TTS) is seeking an IT Service Desk Analyst I to join a high-performing enterprise technology support team. This is an excellent opportunity for an early-career IT professional who enjoys troubleshooting, helping users, taking ownership of technical issues, and building a strong foundation in enterprise IT support. This position serves as a front-line point of contact for end-user technology issues, supporting employees across a Microsoft-based environment.

The ideal candidate combines strong customer service skills with hands-on technical troubleshooting ability and understands that great Service Desk support is about more than closing tickets—it is about owning issues through resolution and keeping users informed throughout the process.

• End-User Technical Support Provide Level 1 technical support for hardware, software, operating systems, applications, peripherals, and connectivity issues. Troubleshoot common Microsoft Windows and business-application issues. Assist users with password resets, account-access issues, VPN connectivity, Citrix, mobile devices, telephones, and related end-user technologies. Diagnose basic LAN/WAN and network-connectivity problems and escalat…
• Service Desk & Ticket Management Serve as a primary point of contact for incoming technical-support requests. Own tickets from initial intake through resolution or appropriate escalation. Accurately document incidents, troubleshooting steps, actions taken, and final resolutions. Prioritize requests based on impact, urgency, and established service expectations. Provide proactive status updates so users understand where their issue stands.
• Knowledge Base & Documentation Create and maintain clear Service Desk documentation, troubleshooting guides, processes, and procedures. Document repeatable solutions so other analysts can resolve common issues more efficiently. Help maintain an accurate, accessible knowledge base for the broader IT organization.
• Customer Experience Deliver professional, courteous, and responsive support to users at all levels of the organization. Communicate technical information in language that nontechnical users can easily understand. Build productive relationships with other IT teams, business stakeholders, and end users. Maintain composure and professionalism when supporting frustrated users or handling multiple competing requests.
• Continuous Improvement Identify recurring technical issues and opportunities to improve Service Desk processes. Recommend troubleshooting steps, workarounds, documentation updates, and workflow improvements. Look beyond the immediate ticket to help improve the overall quality and efficiency of IT support.

• The strongest candidates will bring a combination of technical aptitude, customer service, communication, and ownership.
• Help Desk, Service Desk, Desktop Support, Technical Support, or IT Support experience.
• Windows desktop and Microsoft application troubleshooting.
• Password resets, user-access support, and basic account administration.
• VPN and remote-access troubleshooting.
• Citrix or similar virtual application/desktop environments.
• Hardware, software, printer, peripheral, and mobile-device support.
• Basic TCP/IP, LAN/WAN, Wi-Fi, and network-connectivity troubleshooting.
• Experience working with an IT ticketing or service-management platform.
• Strong ticket documentation and knowledge-base writing skills.
• Experience supporting users by phone, chat, remote support, and in person.
• Exposure to Active Directory, Microsoft 365, endpoint management, ITIL-based Service Desk processes, or enterprise IT environments is beneficial.

• Take ownership instead of simply passing tickets to another team.
• Ask effective troubleshooting questions and logically isolate problems.
• Communicate proactively with users while an issue is being investigated.
• Write clear and useful ticket notes.
• Recognize recurring issues and help turn solutions into reusable documentation.
• Know when to continue troubleshooting and when an issue should be escalated.
• Can balance multiple requests without sacrificing the user experience.
• Are eager to continue developing their technical skills and advance within IT.

High school diploma or GED required. Additional technical education, IT coursework, or industry certifications are welcome but not required.

Certifications are not required,…