Help Desk Analyst

Balfour Beatty US; Dallas, Northern (TX, KY); Hybrid; USD 42,000 - 66,000; Full time

Job summary

Balfour Beatty US in Dallas, TX, is seeking a Help Desk Analyst to join our information technology team in a hybrid role (three days in the office, two days at home). You will provide first-level technical support to employees via phone, email, chat, and the IT ticketing system.

Responsibilities include troubleshooting basic hardware, software, printing, and connectivity issues; documenting steps and resolutions; and collaborating with IT staff to improve service desk operations.

Qualifications

• High school diploma or equivalent; an associate degree is preferred.
• Experience with Windows OS and Microsoft Office.
• Familiarity with service desk ticketing systems.
• Strong customer service and communication skills.
• Willingness to learn new technologies.

Responsibilities

• Provide first-level IT support via phone, email, chat, and ticketing.
• Troubleshoot basic hardware, software, and connectivity issues.
• Escalate complex problems to higher-level IT teams when needed.
• Document resolutions and user communications in the ticketing system.
• Collaborate with IT staff and participate in team meetings.

Skills

Customer service

Communication

Troubleshooting

Windows OS

Microsoft Office

Remote support tools

Ticketing systems

Multi-tasking

Education

High school diploma

Associate degree in IT/CS

Tools

Microsoft 365

Ticketing System

Remote support tools

Job description

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.

Perform other duties as assigned.

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.