IT Analyst I (Global Service Desk) - Onsite

Tech in Motion; Plano (TX); On-site; USD 28,000 - 39,000; Full time

Job summary

Motion Recruitment is seeking an IT Support Analyst I for a 6-month contract in Plano, TX. The role is onsite, supporting enterprise-level IT operations within a global technology organization.

You will troubleshoot issues, provide exceptional customer service, and help maintain critical systems powering global service desk operations. The ideal candidate has strong technical aptitude, excellent communication skills, and a customer-first approach.

Qualifications

• Experience in IT help desk or service desk environments.
• Strong Windows OS and Office knowledge.
• Familiarity with ITIL concepts and ticketing workflows.

Responsibilities

• Provide first-level technical support via multiple channels.
• Troubleshoot hardware, software, and network issues remotely where possible.
• Prioritize incidents and manage service requests to meet SLAs.
• Document steps and resolutions in the ticketing system.
• Collaborate with internal teams and vendors to resolve complex issues.
• Deliver exceptional customer service with a professional demeanor.

Skills

IT help desk

Customer service

Troubleshooting

Communication

Incident management

Escalation

Tools

ServiceNow

Remote support tools

Job description

IT Support Analyst I / Service Desk / Onsite / Plano, TX

Our client, a global leader in IT infrastructure services and digital transformation, is looking to hire an IT Support Analyst I for a 6-month contract opportunity in Plano, TX. This position is 100% onsite and offers the opportunity to support enterprise-level IT operations within a global technology organization.

This is an excellent opportunity for a customer-focused IT professional looking to expand their technical troubleshooting and service desk experience. You'll work in a collaborative, fast-paced environment supporting end users, resolving technical issues, and maintaining critical systems that power global service desk operations. The ideal candidate has strong technical aptitude, excellent communication skills, and a passion for delivering exceptional customer service.

Contract Duration: 6 month, potential to extend or convert

Required Skills & Experience

• Experience or strong working knowledge of IT help desk, service desk, or technical support environments.
• Knowledge of Microsoft Windows operating systems, Microsoft Office, and common workplace applications.
• Familiarity with IT service management and ticketing platforms such as ServiceNow.
• Understanding of desktop hardware, software, web-based applications, and basic troubleshooting techniques.
• Strong written and verbal communication skills with a customer-first approach.
• Ability to prioritize incidents, troubleshoot technical issues, and **escalate** when necessary.

Desired Skills & Experience

• Experience providing technical support through phone, email, chat, and remote access tools.
• Familiarity with incident management, request fulfillment, and ITIL-based service desk processes.
• Knowledge of mobile, desktop, and virtual operating environments, cloud storage, and enterprise applications.
• Experience providing white-glove technical support to end users.

Daily Responsibilities

• Provide first-level technical support to end users through phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, application, and system-related incidents using remote support tools.
• Manage and prioritize service requests, incidents, and escalations while meeting established service-level performance targets.
• Document troubleshooting steps, resolutions, and technical procedures within the ticketing system.
• Support proactive system maintenance, daily operational checks, and continuous improvements to service desk processes.
• Deliver exceptional white-glove customer service while collaborating with internal technical teams and vendors to resolve complex issues.