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IT Service Desk Analyst

Posted about 1 month ago

Our client is seeking an IT Service Desk Analyst for a contract opportunity with possibility of extension and/or conversion in Irving, TX! Seeking an energetic, customer-oriented, and highly-motivated Service Desk Analyst to provide local and remote technical support for incident resolution and requests.


  • Providing PC, telephone, email, and remote support and troubleshooting for internal IT customers.
  • Creating a positive customer support experience while handling customers with a professional attitude and ensuring timely resolution or escalation.
  • Documenting incidents, problems, and knowledge base articles including the troubleshooting steps taken, comments, outcomes, and results in our ticketing system, ServiceNow.
  • Identifying, researching, and resolving technical issues and escalating issues to other support teams when necessary.
  • Taking initiative and ownership of work items and following through with minimal direction.
  • Logging activities for organizational development, quality tracking, and performance metrics.
  • Working in a diverse, fast-paced, and sometimes high-stress environment with an ability to multi-task, quickly adapt to frequent changes in workload, tasks, and priorities.
  • Providing input to initiatives and creative ideas to improve IT operations and IT value to customers.
  • Providing after hours and on-call support on rotation and as required.
  • Occasionally traveling for support, training, or installations.
  • Performing other duties as assigned


  • 2 to 4 years of IT Service Desk experience in an enterprise sized environment.
  • Excellent verbal and written communication skills.
  • English required, Spanish and other languages a plus.
  • Excellent customer service skills.
  • Able to work 6 AM, 8 AM, or 11 AM shifts, on-call, holidays, and weekends.
  • Experience with ServiceNow ITSM preferred.
  • Experience utilizing TeamViewer for remote support preferred.
  • Experience with setup and strong troubleshooting skills of MS Windows 7/8/10, MS Office Suite, MS Office 365, MS Intune, and basic Windows/Azure Active Directory issues.
  • Experience with imaging laptop, desktop and mobile devices for deployment to new users. 
  • Strong troubleshooting skills on desktops, laptops, printers, tablets, smartphones, and other mobile computers.
  • Troubleshooting MFP printers in a networked corporate environment.
  • General knowledge of basic network components and concepts preferred.
  • General knowledge of basic virtual and physical server components and concepts preferred.
  • General knowledge of IT General Controls components and concepts preferred.
  • Demonstrated ability to deeply and quickly learn new systems, applications, and devices.
  • Able to lift light loads up to 60 pounds.
  • ITIL Foundation Certification v3, or higher and CompTIA A+ preferred. Additional professional certifications (Microsoft, HDI, VMware, etc.) a plus.