IT Service Desk Analyst

Silver Ventures; San Antonio, Northern (TX, KY); Hybrid; USD 50,000 - 65,000; Full time

Job summary

Silver Ventures, Inc. is seeking an IT Service Desk Analyst to deliver reliable technical assistance and drive positive user experiences across our San Antonio operations.

You will handle end-user inquiries, log and prioritize incidents, troubleshoot hardware and software, and collaborate with IT teams to improve processes in a fast-paced environment. This role emphasizes clear communication, remote support capability, and a commitment to secure, efficient service desk operations.

Qualifications

• 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.

Responsibilities

• 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

Skills

Customer service

Technical troubleshooting

Communication skills

Remote support tools

Incident management

Tools

Ticketing system

Remote support tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Service Desk Analyst

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.