We are seeking a Service Desk Analyst I to provide first- and second-level IT support in a continuous, multi-channel environment. This role serves as a primary point of contact for users experiencing hardware, software, and application issues. The analyst will assess support requests, troubleshoot technical problems, document resolutions, and coordinate with other IT teams when additional assistance is needed. Candidates must be flexible with working hours and assigned duties, including after-hours support, shift work, and weekends. Reliable transportation is required, as work may take place at various locations.
Responsibilities
- Respond to incoming user questions and service requests by phone, email, chat, online forms, employee self-service, and walk-ins.
- Document, triage, track, and manage incidents and service requests from initial contact through resolution.
- Diagnose and resolve common hardware, software, desktop, laptop, mobile device, and application issues.
- Escalate complex issues to higher-level support teams, providing detailed notes on troubleshooting steps and findings.
- Monitor network systems and coordinate with multiple support teams to support incident resolution.
- Maintain accurate records of hardware and software issues to identify recurring problems and recommend preventive measures.
- Keep users informed of troubleshooting progress and advocate for satisfactory resolutions.
- Assist with software installation, end-user training, and the development of internal and external knowledge base documentation.
- Support organizational standards for the use of computers, software, and IT applications.
- Provide customer-focused service while following established procedures and service guidelines.
Must Haves
- High school diploma or GED.
- Experience in Information Technology, Business, Engineering, Network Operations, or a related area.
- Experience in a customer service-related role.
- Familiarity with desktop computers, laptops, mobile devices, operating systems, and common applications.
- Ability to troubleshoot common hardware and software issues and install software.
- Strong technical, communication, customer service, problem-solving, time management, and teamwork skills.
- Ability to work flexible or unscheduled hours, including shifts, weekends, and after-hours assignments, sometimes in high-pressure situations.
- Valid Class C Texas Driver’s License and reliable transportation to travel between work locations.
- Ability to obtain standard IT certifications, such as CompTIA A+ or Network+.
Nice-to-Haves
- CompTIA A+, Network+, or other relevant IT certifications.
- Experience documenting technical processes and maintaining knowledge base materials.
- Experience coordinating incident resolution across multiple IT support teams.
- Ability to learn new technologies and assist with end-user training.
TechHuman is an Equal Opportunity Employer and is committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, or gender expression), age, national origin, citizenship status, disability, genetic information, marital status, military status, protected veteran status, or any other status protected under applicable federal, state, or local law.
