Service Desk Analyst

Title: Service Desk Analyst

Duration: Full-Time

Location: Irving, Texas (Onsite - 5 days/week)

Salary Range: $60k + Profit Sharing

Summary

The Service Desk Analyst provides frontline technical support to corporate employees, ensuring timely resolution of IT issues and maintaining a high standard of customer service. This role serves as the primary onsite IT presence for the Texas office, supporting approximately 50 corporate users while partnering with global teams to deliver reliable, secure, and well documented IT services. The position focuses on end user support, hardware and software troubleshooting, Microsoft 365 administration, and adherence to ITSM best practices. The analyst also contributes to process improvement, documentation, and operational excellence across the IT organization.

Responsibilities

Process Service Desk requests to ensure timely and effective resolution of end user inquiries in line with IT Service Management (ITSM) best practices.

Serve as the first point of contact for internal staff seeking technical assistance via phone, instant message, email, or a ticketing system, ensuring all work and correspondence are documented.

Diagnose and resolve basic technical issues; escalate unresolved issues to internal IT with detailed troubleshooting documentation.

Provide in person support for employees at the Texas office and remote support for global end users.

Assist with computer imaging, hardware setup, deployment, and shipping coordination for dispersed employees.

Assess and escalate cybersecurity concerns, support audits, and ensure compliance with best practices.

Perform preventive maintenance on workstations, printers, and peripherals.

Liaise with vendors for tasking and support related to designated hardware, software, and services.

Manage Active Directory user and group administration.

Provide support for Microsoft 365 applications and services.

Contribute to the development and maintenance of knowledge base articles, service catalogs, and workflow documentation.

Manage IT inventory, oversee check in/check out processes, and support infrastructure maintenance following change management best practices.

Provide occasional after hours support based on business needs.

Comply with company quality management system requirements and participate in corrective action, process improvement, and special project activities.

Assist in writing departmental procedures, work instructions, and process mapping.

Maintain a professional image and uphold high standards of integrity in all interactions with employees, customers, suppliers, and partners.

Provide courteous, impartial, and equitable treatment to all individuals.

Skills

Bachelor's degree in Computer Science, Information Systems, or related field; or at least 4 years of relevant experience.

Strong experience in application, desktop, and Microsoft 365 administration support.

Proficiency in Windows 10, Windows 11, and Windows Server 2016/2019/2022.

Hands on experience with Active Directory, endpoint security tools, and IT ticketing systems.

Ability to diagnose and troubleshoot hardware, software, network, and security issues with strong documentation skills.

CompTIA A+ or Microsoft 365 Certified: Modern Desktop Administrator preferred.

Experience with PowerShell scripting and familiarity with ITIL best practices is a plus.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.