Help Desk Analyst

Progressive IT; Irving (TX); Hybrid; USD 29,000 - 39,000; Full time

Job summary

Progressive IT is seeking a Help Desk Analyst in a hybrid role based in Irving, TX. You will be the first line of defense, triaging incoming tickets and providing initial support to end-users.

You will log, track, and update tickets, troubleshoot hardware, software, VPN, and network issues, and offer MS 365 support. Strong communication and customer service are essential to succeed in this position.

Qualifications

• Experience triaging and resolving end-user issues in a fast-paced environment.
• Ability to log, track and update tickets accurately.
• Familiarity with MS 365, VPNs, and basic network concepts.

Responsibilities

• Triage incoming tickets and provide initial support.
• Log, track and update support requests in the ticketing system.
• Troubleshoot hardware, software, VPN, and network issues.
• Provide MS 365 and general software support.
• Communicate clearly with customers and document resolutions.

Skills

Help desk fundamentals

Ticketing and escalation

Troubleshooting

MS 365 support

Hardware support

VPN support

Software application support

Communication skills

Customer service

Escalation handling

Job description

Job Type: Hybrid (onsite Mon - Wed / remote Thu - Fri)

Location: Irving, TX

Pay: $25/hr

Help Desk Analyst

First line of defense to triage incoming tickets

• Solid help desk fundamentals and good judgment on escalations
• Manage tickets (log, track and update support requests)
• Troubleshoot Issues (SW, HW and basic network connection errors)
• MS 365 Support
• Hardware support
• VPN support
• SW application support
• Strong Communication (verbal / written)
• Strong Customer Service