Hybrid Service Desk Analyst – Tier 1-2 Support

SRS Distribution - McKinney; McKinney (TX); Hybrid; USD 33,000 - 41,000; Full time

Benefits offered by this job

Weekly pay

401(k) with company match

Employee Stock Purchase Program

Paid vacation and holidays

Medical, dental and vision benefits

Job summary

SRS Distribution - McKinney is seeking a Service Desk Analyst to provide Tier 1-2 technical support for corporate and branch locations. The role emphasizes prompt issue resolution, thorough ticket documentation, and adherence to SLAs while maintaining user accessibility and security.

Qualified candidates will have a high school diploma or GED with desktop administration experience, strong communication skills, and a valid driver's license.

Qualifications

• High school diploma or GED required; desktop administration experience preferred.
• Minimum of three years in desktop administration or equivalent.
• Experience with remote user support is a plus.
• Proficient in Windows OS and Microsoft Office suites.

Responsibilities

• Deliver Tier 1-2 technical support to all users across Corporate and Branch locations.
• Respond to service requests within SLAs via ITSM work orders, email, chat, text, phone, and voicemail.
• Document and track all service requests following established protocols.
• Perform Active Directory maintenance including account unlocks and password resets.
• Troubleshoot hardware and software issues and escalate complex problems as needed.
• Collaborate on hardware/software deployment aligned with company standards.
• Participate in after-hours on-call rotations and provide team support.

Skills

Windows OS

Office 365

Active Directory

Remote support

Scripting/Automation tools

Communication skills

Driver's license

Education

High school diploma or GED

Bachelor's degree preferred

Tools

ServiceNow

Jira Service Desk

BMC Remedy

Job description

SRS Distribution - McKinney is seeking a Service Desk Analyst to provide Tier 1-2 technical support for corporate and branch locations. The role emphasizes prompt issue resolution, thorough ticket documentation, and adherence to SLAs while maintaining user accessibility and security.

Qualified candidates will have a high school diploma or GED with desktop administration experience, strong communication skills, and a valid driver's license.