Help Desk Analyst

Buchanan Technologies; Dallas, Northern (TX, KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Buchanan Technologies is seeking a Help Desk Analyst for a long-term, onsite engagement in the Dallas–Fort Worth area. The role provides end-user support via phone, chat, email, and tickets, troubleshooting hardware, software, network, applications, and POS issues while adhering to service desk procedures and security requirements.

The ideal candidate is customer-focused, capable of working independently, and experienced in resolving issues that could not be addressed during initial contact.

Qualifications

• Strong customer-service and communication skills.
• Experience supporting users via phone, chat, email, and ticketing systems.
• Solid knowledge of desktop hardware, software, networking, and enterprise applications.
• Ability to research technical problems and apply documented solutions.
• Experience creating or updating technical documentation and SOPs.
• Ability to work independently while collaborating with IT teams.
• Ability to follow security requirements, policies, and procedures.
• Ability to work onsite in the Dallas–Fort Worth area.

Responsibilities

• Respond to technical support requests by phone, chat, email, and tickets.
• Investigate and resolve issues escalated beyond initial support.
• Troubleshoot hardware, software, networking, apps, and POS issues.
• Monitor network hardware, software, and application servers.
• Identify and resolve non-routine incidents and service disruptions.
• Serve as an independent technician for incidents and tasks.
• Escalate complex incidents to appropriate teams as needed.
• Create, maintain, and update SOPs based on known issues and solutions.
• Coordinate with IT teams to support incident resolution and restoration.
• Assist with training and knowledge-sharing for IT support staff.
• Prepare operational and management reports on service desk activity.
• Protect data and systems by following security requirements.
• Follow policies, procedures, standards, and support guidelines.
• Perform other related duties as assigned.

Job description

Help Desk Analyst
IT Support & Service Desk Dallas , Texas 10405 Sep 2, 2026

Help Desk Analyst

Position Summary

Buchanan Technologies is seeking a Help Desk Analyst for a long-term, onsite professional services engagement in the Dallas–Fort Worth area.

This role provides operational and escalated technical support to end users through phone, chat, email, and ticketing systems. The Help Desk Analyst will troubleshoot hardware, software, network, application, and Point-of-Sale issues while supporting established service desk procedures and security requirements.

The ideal candidate is customer-focused, capable of working independently, and experienced in resolving issues that could not be addressed during the initial customer contact.

Key Responsibilities

• Respond to technical support requests received by phone, chat, email, and user-created tickets.
• Investigate and resolve issues escalated beyond the initial level of support.
• Troubleshoot end-user hardware, software, network connectivity, application, and Point-of-Sale issues.
• Monitor network hardware, software, and application servers for stability and operational efficiency.
• Identify, research, and resolve non-routine technical incidents and service disruptions.
• Serve as an independent technician for assigned incidents, requests, and operational tasks.
• Escalate complex or major incidents to the appropriate technical teams when necessary.
• Create, maintain, and update Standard Operating Procedures based on known issues and established solutions.
• Coordinate with other IT teams to support incident resolution and service restoration.
• Assist with training and knowledge-sharing activities for IT support personnel.
• Prepare operational and management reports related to service desk activity and performance.
• Protect sensitive and restricted data, systems, processes, and services by following applicable physical and information-security requirements.
• Follow established policies, procedures, service standards, and support guidelines.
• Perform other related duties as assigned.

Required Qualifications

• Ability to resolve technical issues that could not be resolved during the first or second customer contact.
• Experience supporting users through phone, chat, email, and ticketing systems.
• Working knowledge of desktop hardware, software, networking, and enterprise applications.
• Ability to research technical problems and apply documented or known solutions.
• Experience creating or updating technical documentation and Standard Operating Procedures.
• Ability to work independently while collaborating effectively with other IT teams.
• Strong customer-service, communication, documentation, and problem-solving skills.
• Ability to follow established security requirements, policies, and procedures.
• Ability to work onsite in the Dallas–Fort Worth area.

Preferred Qualifications

• At least one year of Point-of-Sale support experience.
• Experience supporting retail, distributed endpoint, or similar enterprise environments.
• Experience monitoring network hardware, software, or application-server availability.
• Familiarity with incident management, escalation, and service desk reporting processes.

Buchanan Technologies is a global IT services and solutions provider helping organizations modernize, manage, and support their technology environments. Our teams work across infrastructure, cloud, end-user computing, cybersecurity, application services, and managed IT operations.

We are looking for professionals who bring technical aptitude, a customer-focused mindset, and the ability to succeed in complex enterprise environments.