Help Desk Analyst

Balfour Beatty US; Dallas (TX); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, Vision and Life Ins.

Health Savings Account

401(k) with company match

Paid time off

Tuition Assistance

Employee Referral Bonus

Job summary

Balfour Beatty US is seeking a Help Desk Analyst to join our information technology team in Dallas, TX. This is a hybrid position that allows three days in the office and two days remote.

You will provide first-level support via phone, email, chat, and ticketing systems, troubleshoot basic hardware/software issues, and escalate complex cases as needed. A strong customer-service mindset and clear communication are essential.

Qualifications

• Minimum requirements include basic Windows OS and Microsoft Office proficiency.
• Strong customer service and written/spoken communication.
• Ability to troubleshoot basic hardware, software, and connectivity issues.
• Familiarity with service desk ticketing systems or customer support environments.

Responsibilities

• Provide first-level IT support to employees via phone, email, chat and ticketing systems.
• Troubleshoot hardware, software, printing, Office, and connectivity issues; escalate when needed.
• Create, update, and resolve service desk tickets with documented steps.
• Assist with setup and troubleshooting of desktops, laptops, monitors, printers and mobile devices.
• Collaborate with IT staff to improve service desk operations.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Team collaboration

Problem solving

Education

High school diploma or equivalent

Associate degree in IT or related field (preferred)

Tools

Microsoft 365 / Office 365

Ticketing system

Job description

Balfour Beatty US is an industry-leading provider of general contracting, at-risk construction management and design-build services for public and private sector clients across the nation. Performing heavy civil and vertical construction, our teams build the unique structures and infrastructure that play an important role in how people live, work, learn and play in our communities. Our teammates have an instinctive passion for innovating that is fueled by a relentless curiosity, a drive to employ lean practices and processes and the determination to find a better way. Through Zero Harm®, we are challenging the construction industry’s assumptions about safety. We believe that no level of harm should come to anyone as a result of our business. Consistently ranked among the nation’s largest building contractors by Engineering News-Record, our US business is a subsidiary of London-based Balfour Beatty plc (LSE: BBY).

Our Benefits

• Medical, Dental, Vision and Life Insurance
• Health Savings Account
• 401(k) with company match
• Paid time off
• Tuition Assistance
• Employee Referral Bonus
• And more!

Summary

Balfour Beatty is seeking a Help Desk Analyst to join our information technology team in Dallas, TX. This is a hybrid position that allows the employee to work three days a week at the office and two days a week at home.

Essential Functions

End-User Support

• Provide first-level technical support to employees via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve basic hardware, software, printing, Microsoft Office, and connectivity issues.
• Escalate complex issues to higher-level IT support teams when necessary.

Call Handling & Customer Service

• Answer incoming service desk calls in a professional and timely manner.
• Deliver excellent customer service while assisting users with technical requests and incidents.
• Maintain clear communication with users throughout the support process.

Ticket Management

• Create, update, manage, and resolve service desk tickets within the IT ticketing platform.
• Document troubleshooting steps, resolutions, and user communications accurately and thoroughly.

Device Setup & Basic Troubleshooting

• Assist with setup, deployment, and troubleshooting of desktops, laptops, monitors, printers, mobile devices, and standard software applications.

IT Team Collaboration

• Participate in IT team meetings, training sessions, and operational discussions.
• Collaborate with other IT staff to improve service desk operations and end‑user support processes.

Education / Certifications

High school diploma or equivalent required. Associate degree in Information Technology, Computer Science, or related field preferred.

Relevant Industry Certifications Such As The Following Are Beneficial

• CompTIA A+
• Google IT Support Certification
• Microsoft Fundamentals Certifications

Equivalent technical experience may substitute for formal education.

Minimum Requirements

• Basic understanding of Windows operating systems and Microsoft Office environments.
• Strong customer service and communication skills.
• Ability to troubleshoot basic hardware, software, and connectivity issues.
• Familiarity with service desk ticketing systems or customer support environments preferred.
• Ability to multitask and manage multiple support requests in a fast‑paced environment.
• Strong written and verbal communication skills.
• Ability to work independently and within a team environment.
• Willingness to learn new technologies and processes.
• Previous customer service or technical support experience preferred but not required.

Preferred Requirements

• Experience with Microsoft 365 / Office 365 support.
• Basic knowledge of networking concepts including Wi‑Fi, VPN, and printers.
• Experience supporting remote users and hybrid work environments.
• Experience using remote support tools and ticketing platforms.

Soft Skills

• Strong customer service orientation and user support mindset.
• Ability to communicate technical issues clearly to non-technical users.
• Strong problem-solving and analytical skills.
• Ability to manage multiple priorities effectively.
• Self‑motivated with a willingness to learn and grow within IT support.
• Team-oriented with the ability to collaborate effectively with IT staff and business users.

Working Conditions

Typical Physical Demands: Regularly use hands to manipulate phones, computers, keyboards, and office equipment. Sit and stand for extended periods while performing support activities. Occasionally lift and move computer equipment and office supplies up to 25 lbs.

Typical Work Conditions: Once training is completed, the work is performed in an office environment on a hybrid schedule (three days a week at the office, two days a week at home). Employee frequently interacts directly with employees, managers, and IT staff during the workday.

Balfour Beatty is an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, genetic information, or any other criteria protected by federal, state or local law.