24/7 IT Service Desk Analyst: Mainframe & Cloud Support

Talentify; Fort Worth (TX); On-site; USD 34,000 - 48,000; Part time

Job summary

Talentify is seeking an IT Service Desk Analyst (Customer Support) for an onsite, 6-month contract in Downtown Fort Worth, TX. The role supports internal staff and external customers, handling L1 triage, incident intake, and monitoring to keep critical systems available around the clock in a fast-paced environment.

You’ll work with M365, Active Directory, and mainframe-related workflows, participate in incident and change processes, and help escalate issues with stakeholders.

Qualifications

• 3+ years in an IT service desk, help desk, or IT operations role supporting internal and external customers.
• 3+ years hands-on L1 support with Microsoft 365, Active Directory/Entra ID, and Windows desktop troubleshooting.
• Mainframe operations experience with job/batch monitoring, abend response, rerun/restart procedures, and console operations (z/OS/JCL).
• Experience supporting an order management, invoicing, or billing application, ideally on a mainframe platform.
• Experience with ITSM ticketing tools; Jira Service Management (JSM) strongly preferred.
• Working knowledge of ITIL/ITSM concepts — incident, problem, and change management — and SLAs/KPIs.
• Must be available to work a flexible schedule in a 24x7x365 environment, including nights, weekends, and holidays.
• ITIL Foundation certification preferred; College degree is required.

Responsibilities

• Serve as the first point of contact for all IT incidents and service requests via phone, email, and ticket queue.
• Perform L1 triage: capture, categorize, prioritize, and document incidents in Jira Service Management, escalating when needed.
• Support and troubleshoot Microsoft 365 (Outlook/Exchange, Teams, SharePoint, OneDrive), Windows desktops, VPN/remote access, and standard enterprise applications.
• Administer identity and access requests — password resets, account unlocks, MFA enrollment, provisioning and deprovisioning.
• Monitor mainframe operations: watch batch job execution, respond to failures and abends, rerun/restarts per procedures.
• Support external customer-facing order and invoicing issues, coordinating resolution with stakeholders.
• Execute operations monitoring across servers, networks, and enterprise systems per runbooks.
• Meet or exceed SLAs and KPIs for response time, resolution time, and customer satisfaction.
• Follow ITIL-based incident, problem, and change management processes with quality documentation.
• Participate in lifecycle of critical incidents — provide timely updates and after-action support.
• Create, maintain, and improve knowledge base articles and runbooks for first-contact resolution.
• Deliver clean shift handoffs in a 24x7x365 rotation.

Skills

IT service desk

Microsoft 365

Active Directory/Entra ID

Windows troubleshooting

Mainframe operations

ITSM tools (JSM)

ITIL familiarity

Customer service

Multitasking

Shift work 24x7

Education

College degree

Tools

Jira Service Management

z/OS

Control-M

CA-7

Entra ID/AD

Job description

Talentify is seeking an IT Service Desk Analyst (Customer Support) for an onsite, 6-month contract in Downtown Fort Worth, TX. The role supports internal staff and external customers, handling L1 triage, incident intake, and monitoring to keep critical systems available around the clock in a fast-paced environment.

You’ll work with M365, Active Directory, and mainframe-related workflows, participate in incident and change processes, and help escalate issues with stakeholders.