IT Service Desk Analyst

Silver Ventures; San Antonio (TX); On-site; USD 48,000 - 64,000; Full time

Job summary

Silver Ventures, Inc. in San Antonio, TX is seeking an IT Service Desk Analyst to deliver reliable technical assistance and proactive problem solving to ensure secure, efficient operations across our digital environment.

You will handle inquiries, log incidents, troubleshoot hardware/software/network issues, escalate where needed, and document resolutions. The role emphasizes collaboration and customer satisfaction in a fast-paced setting.

Qualifications

• 3–5 years of hands-on help desk or technical support experience.
• Strong knowledge of IT systems, networks, and troubleshooting.
• Excellent communication and professional interaction with diverse groups.
• Experience with remote support tools.
• Ability to work in a fast-paced environment and prioritize tasks.

Responsibilities

• Respond to service desk inquiries and provide technical support to end users.
• Log, categorize, and prioritize incidents and requests with accurate records.
• Troubleshoot hardware, software, and network issues.
• Escalate complex issues to appropriate IT teams.
• Document requests and resolutions in the ticketing system.
• Contribute to IT processes and procedures improvements.

Skills

Incident management

Troubleshooting

Communication skills

Prioritization

Tools

Remote support tools

Job description

The IT Service Desk Analyst is accountable for providing positive experiences through reliable technical assistance and proactive problem solving to foster collaborative, secure, efficient operations as measured by service desk incidents and customer satisfaction surveys.

Essential Functions

• Responding to service desk inquiries and providing technical support to end users
• Incident management: logging, categorizing and prioritizing incidents and requests while maintaining timely and accurate records
• Troubleshooting hardware, software, and network issues
• Escalating complex technical issues to the appropriate IT teams
• Documenting support requests and resolutions in the ticketing system
• Contributing to the improvement of IT processes and procedures

Required Education and Experience

• Minimum 3-5 years proven experience in a help desk or technical support role
• Strong knowledge of IT systems, network infrastructure, and troubleshooting techniques
• Excellent communication skills and ability to interact professionally with diverse groups
• Experience with remote support tools
• Ability to work in a fast-paced environment and prioritize tasks effectively

Silver Ventures, Inc. continuously transforms San Antonio through repeatedly reinventing shared experiences of food and learning to ensure the continued celebration of life and the well-being of our children.