IT Operations Analyst: Level 2 Support & Systems Bridge

Evolving Solution Services; Dallas (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

ViaOne Services in Dallas, TX is seeking an IT Operations Analyst to provide Level 2 support, manage user accounts, and maintain hardware across environments. The role serves as a bridge between end users, Development, and Architecture teams, with opportunities to advance into Systems or Infrastructure Administration.

3+ years in user-facing tech support, strong troubleshooting, familiarity with Windows/macOS, and ITSM ticketing are required; preferred skills include Google Workspace, AWS, and

Qualifications

• 3+ years in a user-facing tech support role (desktop, systems, or network support).
• Familiarity with Windows/macOS desktop environments and Microsoft/Apple ecosystems.
• System familiarity with ITSM/ticketing platforms.
• Strong independent troubleshooting habits and ability to prioritize tasks.
• Growth mindset and desire to learn new software and technologies.

Responsibilities

• Level 2 Technical Support: Diagnose and resolve hardware/software issues via ticketing systems and in-person support.
• System & Account Administration: Manage user accounts lifecycle across internal and third-party systems.
• Hands-On Diagnostics: Serve as remote hands for Desktop Support and Architecture teams.
• Escalation Management: Resolve complex issues or route to Level 3 support and management.
• Documentation & Asset Management: Maintain IT asset inventories and write troubleshooting guides.
• Process Improvement: Collaborate with vendors and internal teams to streamline IT ops.

Skills

User-facing support

Windows/macOS

ITSM/ticketing

Communication

Troubleshooting

Tools

Google Workspace

AWS

MySQL/MariaDB

Job description

ViaOne Services in Dallas, TX is seeking an IT Operations Analyst to provide Level 2 support, manage user accounts, and maintain hardware across environments. The role serves as a bridge between end users, Development, and Architecture teams, with opportunities to advance into Systems or Infrastructure Administration.

3+ years in user-facing tech support, strong troubleshooting, familiarity with Windows/macOS, and ITSM ticketing are required; preferred skills include Google Workspace, AWS, and