Desktop Support Analyst

Progressive IT; Irving (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Progressive IT in Irving, TX seeks a Desktop Support Specialist I to resolve user issues and maintain computer, IP-based phones, printers, and other office equipment. You will install, configure, and document changes, and act as an escalation point for complex problems.

Ideal candidates have 3+ years of desktop support, strong Office 365 and Windows skills, and excellent written and verbal communication. This on-site role requires teamwork across all levels of the organization.

Qualifications

• Requires a four-year college degree or equivalent training/certs.
• Minimum of three years in desktop support.
• Experience managing Office 365 and MSFT servers.
• Proficiency with Microsoft Office Suite.
• Flexibility for after-hours or weekend work as needed.
• Strong written and verbal communication.

Responsibilities

• Troubleshoot and resolve user issues related to computers, IP-based phones, printers, and other office equipment.
• Install and configure new computers, IP-based phones, printers, and other office equipment to ensure consistent performance.
• Monitor the Ticketing System, responding to tickets promptly to meet service-level objectives.
• Serve as an escalation point for complex issues that Service Desk Specialist-I team members encounter.
• Maintain detailed logs of work completed and actions taken to ensure ticket resolutions are documented thoroughly.
• Aid in deploying and configuring network equipment, including firewalls, modems, and switches, to support secure, efficient connectivity.
• Create and configure new hire accounts, ensuring appropriate access levels for seamless onboarding.
• Troubleshoot advanced technical issues, providing higher-level solutions that prevent recurring problems.
• Assist in inventory management, keeping IT supplies and equipment organized for quick access and replenishment.
• All other duties assigned

Skills

Analytical thinking

Problem-solving

Communication skills

Time management

Autonomous work-style

Client relationship

Education

Bachelor's degree or equivalent certs

Tools

Office 365

MSFT Servers

Microsoft Office Suite

Windows PowerShell

SysAid

JIRA

Job description

KEY RESPONSIBILITIES

• Troubleshoot and resolve user issues related to computers, IP-based phones, printers, and other office equipment.
• Install and configure new computers, IP-based phones, printers, and other office equipment to ensure consistent performance.
• Monitor the Ticketing System, responding to tickets promptly to meet service-level objectives.
• Serve as an escalation point for complex issues that Service Desk Specialist-I team members encounter.
• Maintain detailed logs of work completed and actions taken to ensure ticket resolutions are documented thoroughly.
• Aid in deploying and configuring network equipment, including firewalls, modems, and switches, to support secure, efficient connectivity.
• Create and configure new hire accounts, ensuring appropriate access levels for seamless onboarding.
• Troubleshoot advanced technical issues, providing higher-level solutions that prevent recurring problems.
• Assist in inventory management, keeping IT supplies and equipment organized for quick access and replenishment.
• All other duties assigned

REQUIREMENTS

• A four-year college degree or equivalent industry training and certifications
• A minimum of three (3) years Desktop Support experience.
• Experience managing Office 365 and other MSFT servers
• Expertise in Microsoft Office Suite.
• Flexible availability, including after-hours or weekend work as needed
• Proficiency with Windows Powershell
• Experience working with Service Management tools. SysAid and JIRA preferred.
• Excellent analytical, problem-solving, and critical thinking.
• Time management, prioritization and organization with the ability to prioritize activities and drive multiple tasks at once
• Networking and cultivating productive working relationships
• Working with all levels within an organization including senior executives, managers, front lines, corporate and technical staff
• Demonstrated client relationship skills with a strong commitment to satisfying customers
• Strong writing skills, as well as the ability to articulate security-related concepts to a broad range of technical and non-technical staff.
• Be a proficient problem-solver that is able to work autonomously.
• Strong written and verbal communication skills with the ability to effectively relate security-related concepts to a broad range of technical and non-technical staff.