(1114220) Technical Support Analyst

Diversified Services Network; Irving (TX); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Vision Insurance

Disability insurance

Employee assistance program

Health insurance

Health savings account

Life insurance

Paid time off

Paid Holidays

Job summary

Diversified Services Network, Inc. (DSN) is seeking a full-time IT Technical Support Analyst to join our team in Irving, TX. This on-site role provides dedicated help desk coverage, including weekend hotline hours, to ensure consistent support for users and systems.

Responsibilities include triaging and resolving cases, password resets, access provisioning, data conversions, and escalations to L3. A technology-related Associate’s degree and 5+ years of troubleshooting experience are required.

Qualifications

• Associate's degree in a technology-related field.
• 5+ years of technical troubleshooting experience.
• Experience with root cause analysis.

Responsibilities

• Provide weekend hotline coverage (Wednesday-Sunday, 7:00 AM-3:30 PM) for the help desk.
• Handle password resets and system access provisioning.
• Perform data conversions and day-to-day case management.
• Apply advanced troubleshooting across hardware and software to resolve issues.
• Review logs and large datasets to support issue diagnosis.
• Collaborate virtually via Teams and in person to resolve cases.
• Escalate to Level 3 support for complex problems.
• Lead and participate in daily team scrums and call center leadership meetings.
• This is a full-time, on-site role in Irving, TX with direct access to team resources.

Skills

Networking

Windows Administration

Troubleshooting

SQL

Scripting

Customer service

Teamwork

Time management

Education

Associate's degree in technology

Job description

Diversified Services Network, Inc. (DSN) is seeking a full-time IT Technical Support Analyst to join our team in Irving, TX. We offer full benefits, PTO, 401k, and more! If you're looking to grow your career within an extremely reputable, stable Fortune 100 company - let's talk!

Position Overview

As an IT Technical Support Analyst, you will serve as a dedicated technical support resource, ensuring consistent, responsive coverage for the help desk team - including weekend hotline hours. In this role, you will triage and resolve incoming support cases with urgency and precision, helping maintain service continuity and reduce backlog for the broader team.

Key Responsibilities

• Provide weekend hotline coverage (Wednesday-Sunday, 7:00 AM-3:30 PM), serving as the primary point of contact for incoming technical support cases during that window.
• Handle password resets, system access allocations, and data conversions as part of day-to-day case management.
• Apply advanced troubleshooting and root cause analysis to identify, diagnose, and resolve complex technical issues across hardware and software platforms, preventing recurrence.
• Review and comb through logs and large datasets to support issue diagnosis.
• Collaborate with team members virtually via Microsoft Teams and in person to upscale and resolve complex cases.
• Escalate issues beyond first-line scope to Level 3 (L3) support, including specialized service engineers and technical leads, as part of a multi-tiered support model.
• Frontline agents handle routine inquiries and upscale complex issues to L3 support; supervisors set goals and foster a customer‑centric, collaborative team culture.
• Leadership oversight includes regular call center leader meetings and daily team scrums.
• This is a full-time, on-site position based in a professional, business‑casual office environment in Irving, TX, with direct, in‑person access to team resources and systems.

Education & Experience

• Associate's degree in a technology-related field
• AND 5+ years of technical experience in troubleshooting and root cause analysis.

Top Skills

• Networking – Strong understanding of network protocols, configurations, and troubleshooting techniques.
• Windows Administration – Proficiency managing Windows environments, including user accounts, permissions, and system updates.
• Troubleshooting – Ability to quickly identify, diagnose, and resolve technical issues across hardware and software platforms.

Additional Required Skills

• Working knowledge of SQL.
• Basic scripting or programming ability, with the capability to identify and follow syntax.
• Excellent customer service orientation, with clear communication, empathy, and responsiveness to user needs.
• Ability to work collaboratively in a team environment and maintain professionalism under pressure.
• Strong organizational and time management skills to handle multiple tasks effectively.

• 401(k)
• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

Please follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more! https://www.dsnworldwide.com

Salary Expectations: $50,000-55,000 annually