Service Desk Analyst

We are seeking a Service Desk Analyst to provide first and second-level IT support in a 24x7x365 multi-channel environment. This role is essential to ensuring smooth IT operations across Client . The analyst will respond to user inquiries, troubleshoot hardware and software issues, and elevate complex problems to higher-level support teams when necessary. Flexibility, reliability, and strong customer service skills are critical for success in this position.

• Serve as the primary point of contact for IT-related needs.
• Handle incoming queries and requests via email, phone, chat, online forms, employee self-service, and walk-ins.
• Document, triage, and record all incidents or service requests.
• Diagnose and resolve common hardware/software issues for desktops, laptops, and mobile devices.
• Install and troubleshoot software applications.
• Escalate unresolved issues to higher-level support teams, providing detailed notes and steps taken.
• Monitor network systems and report issues.
• Maintain detailed records of user issues to support diagnosis and identify recurring problems.
• Provide service excellence by keeping customers informed of resolution steps.
• Assist in enforcing corporate standards for PC, software, and IT applications.
• Document processes and procedures for internal and external knowledge bases.
• Support training of end-users on new technologies.
• Work flexible schedules, including unscheduled time, shift work, weekends, and during emergencies.
• Coordinate with multiple support areas to resolve incidents.

• High school diploma or GED.
• Experience in Information Technology, Business, Engineering, Network Operations, or related fields.
• Experience in customer service.
• Valid Class C Texas Driver’s License.
• Ability to obtain IT standard certifications (e.g., A+, Network+).
• Strong technical skills with ability to diagnose and resolve common IT issues.
• Excellent communication and problem-solving skills.
• Ability to work under pressure in high-stress environments.
• Reliable transportation for travel between Client locations.

• Familiarity with CI/CD processes, app provisioning, and IT lifecycle management.
• Experience with knowledge base documentation and IT service management tools.
• Strong interpersonal skills and ability to collaborate across teams.

• CompTIA A+, Network+, or equivalent IT certifications preferred.