IT Service Desk Analyst

IDR, Inc.; Plano (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Full benefits

Competitive compensation

Industry leader

Job summary

IDR, Inc. is seeking an IT Service Desk Analyst in Plano, Texas to provide Tier 1 support for internal users via phone, email, chat, and remote tools. You will triage, troubleshoot, and document incidents to ensure timely resolution and strong customer service.

This role requires 1+ year of help desk experience, proficiency with Windows/Microsoft Office, and the ability to work onsite in Plano, TX. Join a fast-paced service desk with opportunities for growth and a comprehensive benefits package.

Qualifications

• 1+ year of IT Help Desk/Service Desk experience.
• Knowledge of Windows desktop environments and Microsoft Office.
• Strong troubleshooting and prioritization in high-volume queues.
• Experience with ITSM/ticketing tools and clear documentation.
• Ability to work onsite Monday–Friday in Plano, TX with customer focus.

Responsibilities

• Provide first-level technical support to end users via phone, email, chat, and remote tools.
• Triage, troubleshoot, and resolve issues; escalate complex incidents to appropriate teams.
• Accurately document incidents, steps taken, and outcomes in the ticketing system.
• Support routine maintenance tasks and contribute to service desk process improvements.

Skills

Windows OS

Microsoft Office

ITSM ticketing

Troubleshooting

Customer service

Tools

ServiceNow

Job description

IDR is seeking a IT Service Desk Analyst to join one of our top clients for an opportunity in Plano, Texas. In this role, you will provide Tier 1 technical support to internal end users, helping resolve incidents and service requests across common enterprise applications, hardware, and collaboration tools. This is a customer-facing support position within a fast-paced service desk environment where clear communication, strong troubleshooting skills, and accurate ticket documentation are essential.

Position Overview for the IT Service Desk Analyst:

• Provide first-level technical support to end users via phone, email, chat, and remote support tools


• Triage, troubleshoot, and resolve issues; escape more complex incidents to the appropriate teams


• Accurately document incidents, steps taken, and outcomes in the ticketing system


• Support routine maintenance tasks and contribute to continuous improvement of service desk processes

Requirements for the IT Service Desk Analyst:

• 1+ year of experience in an IT Help Desk, Service Desk, or technical support environment


• Working knowledge of Windows desktop environments, Microsoft Office, and common workplace technologies


• Strong troubleshooting, analytical, and problem-solving skills with the ability to prioritize in a high-volume queue


• Experience using an ITSM/ticketing tool (e.g., ServiceNow or similar) and maintaining clear documentation


• Ability to work onsite Monday–Friday in Plano, TX and provide professional, customer-focused support

What's in it for you?

• Competitive compensation package


• Full Benefits; Medical, Vision, Dental, and more!


• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets


• Employee Stock Ownership Program


• Dedicated Engagement Manager who is committed to you and your success.


• Medical, Dental, Vision, and Life Insurance


• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.