Desktop Support Analyst

Progressive IT; Irving (TX); On-site; USD 55,000 - 65,000; Full time

Job summary

Progressive IT is seeking a Service Desk Specialist I to troubleshoot and resolve user issues across computers, phones, printers, and office devices in Irving, TX. The role requires configuring devices, onboarding new hires, and maintaining detailed ticket logs while meeting SLA targets.

You will escalate complex issues, deploy network equipment as needed, and support secure connectivity. Strong written and verbal communication are essential, along with experience with Office 365 and PowerShell.

Qualifications

• Desktop Support experience
• Strong troubleshooting and problem-solving skills
• Excellent 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

Job description

• 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.