Help Desk / SD Analyst

Provalus

Henderson, Northern (TX, KY)

Hybrid

USD 42,000 - 56,000

Full time

3 days ago

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Benefits offered by this job

Health insurance

Professional training and development

Career advancement opportunities

Job summary

Provalus is seeking a Help Desk / Service Desk Analyst to be the first point of contact for end users, troubleshooting hardware, software, and connectivity issues. You will document every interaction in the ticketing system as you guide users step-by-step toward solutions.

This full-time role offers structured training, development opportunities, and a path to advance within the IT support career. On-site work is expected at the Provalus office with a focus on delivering friendly, effective

Qualifications

Must have HS diploma or GED.
On-site work at Provalus office; no remote positions available.
0–1 year of experience in help desk, technical support, or customer service.
Basic understanding of Windows and/or Mac operating systems, Microsoft Office, and common business applications.
Strong customer service orientation with clear, patient verbaland written communication skills.
Ability to troubleshoot methodically, follow documented procedures, and ask clarifying questions.
Comfortable multitasking and navigating multiple systems and screens simultaneously.

Responsibilities

Frontline Support: first point of contact via phone, email, chat, or ticketing system.
Troubleshooting: diagnose and resolve hardware, software, and connectivity issues across desktops, laptops, printers, mobile devices, and remote access tools.
Account Support: password resets, account unlocks, and basic user provisioning/de-provisioning.
Software Support: install, configure, and update software per procedures.
Ticket Management: log, track, and update tickets in ITSM system to resolution.
SOP & KB Usage: follow SOPs and knowledge base to resolve issues.
Escalation: escalate to Tier 2/3 when needed.
Customer Service: communicate clearly and empathetically with end users.
Productivity & Quality: meet ticket volume, response-time, and SLA targets.
Knowledge Sharing: contribute KB articles based on new issues.
Additional Duties: perform tasks as assigned.

Skills

Customer service orientation

Clear communication

Troubleshooting mindset

Multitasking

Documentation

Education

High School Diploma or GED

CompTIA A+ or similar IT certification

Tools

ServiceNow

Zendesk

Freshservice

Ivanti

Active Directory

Job description

Provalusis seeking a Help Desk / Service Desk Analyst to serve as the first point of contact for end users experiencing technical issues, providingtimely, friendly, and effective IT support. You will troubleshoot hardware, software, and connectivity issues, guide users through solutions step by step, and document every interaction accurately in the ticketing system.

This is a great starting point for someone who enjoys solving problems and helping people: you will work under regular guidance from senior teammates and leadership as you build your technical troubleshooting skills, learn the client's systems and tools, and grow your IT support career.

All positions are full-time with set schedules, professional training and development, and opportunities for career advancement. Take the next step in your career today!

WHY WORK FOR PROVALUS

Provalusis a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas,Provalusinvests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro,NCand Tahlequah, OK) and developing talent from within those communities.

Key Reasons to JoinProvalus

1. Real Career Path, Not Just a JobProvalushires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion.

2. Paid Training with No Experience Barrier Formal tech experience is notrequiredfor many entry-level roles.Provalusinvests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services.

3. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE.

4. Purpose-Driven Work in Your CommunityProvalusis built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community.

5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience.

6. Growing Company with Expanding OpportunitiesProvaluscontinues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership.

Who Thrives atProvalus

People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time.Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical

THE JOB

Responsibilities include:

Frontline Support:Serveas the first point of contact for end users experiencing technical issues via phone, email, chat, or ticketing system.

Troubleshooting:Diagnoseand resolve hardware, software, and connectivity issues across desktops, laptops, printers, mobile devices, and remote access tools (e.g., VPN).

Account Support:Performpassword resets, account unlocks, and basic user account provisioning and de-provisioning.

Software Support:Install, configure, and update software and applications according to standard procedures.

Ticket Management:Log, track, and update tickets accurately and thoroughly in the ITSM/ticketing system, following each issuethrough toresolution.

SOP & KB Usage:Followdocumented SOPs, runbooks, and knowledge base (KB) articles to resolve common issues consistently and correctly.

Escalation:Recognizewhen an issue requires specializedexpertise, andescalate promptly to Tier 2/3 support or theappropriate team.

Customer Service:Communicateclearly and patiently with end users, settingaccurateexpectations and providing a positive support experience.

Productivity & Quality:Meetticket volume, response-time, andresolutionSLA targets set by the program.

Knowledge Sharing:Contribute toknowledge base articles based onnew issuesencountered, helping build out the team's shared documentation.

Additional Duties:Performadditionaltasks as assigned; responsibilities are not intended to be all-inclusive and may bemodifiedas business needs require.

Role Requirements include: