Service Desk Analyst Hybrid in Dallas, TX

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Position: Service Desk Analyst I (Hybrid in Dallas, TX)

Location: Dallas, TX

Job : 2231

# of Openings: 2

Velocity, a Managed Solutions Company, is seeking a highly skilled and customer-focused Service Desk Analyst I to join its MSP Service Desk team. This role provides 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. Velocity values a fast‑paced managed services environment and expects a motivated, problem‑solving professional who enjoys communicating with clients.

This position is primarily work-from-home but requires on-site presence at client environments on an as‑needed basis.

• 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.

• Prior experience in IT support, help desk, desktop support, managed services, or 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 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.

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

• Competitive pay and comprehensive benefits package.
• Medical, dental, and vision coverage.
• PTO and paid holidays.
• 401(k) with employer match.
• Company‑provided life insurance and short‑/long‑term disability coverage.
• Employee assistance programs.
• Flexible working conditions.
• Opportunities for growth and continuous learning.

Velocity is an equal‑opportunity employer and an active participant in E‑Verify. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.