Mid-level Helpdesk Analyst - onsite sensitive

Buchanan Technologies; Dallas, Northern (TX, KY); Hybrid; USD 52,000 - 70,000; Full time

Job summary

Buchanan Technologies seeks a Mid-Level Helpdesk Analyst to support the 2026 Windows 11 lifecycle initiative with onsite presence in the Dallas area. You will assist with device refreshes, manage escalated incidents, and serve as a lead technician for major events, ensuring timely resolution and documentation.

The role emphasizes strong end-user support across hardware, software, and operations, plus SOP maintenance and inter-department coordination.

Qualifications

• Four years of experience providing computer technical support or a bachelor’s degree in information technology with two years of experience.
• Bachelor’s degree in information technology coupled with two years of computer technical-support experience is acceptable.

Responsibilities

• Assist with device refreshes and upgrades to Windows 11.
• Monitor and manage escalated routine administrative tasks and events at the IT Help Desk.
• Provide technical support to end users across hardware, software, and operational issues.
• Resolve escalated technical problems per Help Desk standards and guidelines.
• Monitor network hardware, software, and application servers for stability and efficiency.
• Lead third-level support for non-routine and major incidents.
• Respond to Help Desk phone and email requests for operational support.
• Maintain and update Standard Operating Procedures for Help Desk processes.
• Create new SOPs to keep documentation current.
• Train and coordinate with IT staff as required.
• Prepare management reports on Help Desk processes and operations.

Skills

Windows upgrades

Escalation management

Lead technician

Technical support

Education

Bachelor's degree in Information Technology

Job description

Mid-level Helpdesk Analyst - onsite sensitive
IT Support & Service Desk Dallas , Texas 10183 Dec 18, 2025

Mid-Level Helpdesk Analyst

Position Overview

The Mid-Level Helpdesk Analyst will support the 2026 Windows 11 Lifecycle initiative, assisting with device refreshes and upgrades to Windows 11. This position provides advanced technical support to end users, manages escalated Help Desk activities, and serves as a lead technician for non-routine and major incidents.

Work location: Onsite – Dallas–Fort Worth area

Employment arrangement: Contract-to-hire

Access level: Sensitive

Project: 2026 WPS Lifecycle

Department: IT-O

Key Responsibilities

Assist with device refreshes and upgrades to Windows 11.

Monitor and manage escalated routine administrative tasks and events associated with the IT Help Desk.

Provide technical support to end users across a variety of hardware, software, and operational issues.

Resolve escalated technical problems in accordance with established Help Desk standards and guidelines.

Monitor network hardware, software, and application servers for stability and efficiency.

Make appropriate adjustments to systems and services as needed.

Serve as third-level support and lead technician for non-routine and major events and incidents.

Identify, research, troubleshoot, and resolve complex technical issues.

Respond to telephone and email requests for Help Desk operational support.

Maintain and update Standard Operating Procedures for Help Desk processes.

Create new SOPs when needed to keep operational documentation current.

Train and coordinate with other IT staff as required.

Prepare management reports concerning Help Desk processes and operations as needed.

Demonstrate competency in performing core IT Help Desk responsibilities.

Safeguard physical access to Exchange-restricted data, processes, and services.

Required Qualifications

Candidates must meet one of the following requirements:

Four years of experience providing computer technical support; or

A bachelor’s degree in information technology and two years of experience providing computer technical support.

Preferred Qualifications

Five to seven years of experience supporting Windows upgrades, including backing up and restoring user data.

Four years of experience supporting device-refresh initiatives.

Four years of computer technical-support experience; or

A bachelor’s degree in information technology and two years of computer technical-support experience.

Ideal Candidate

The ideal candidate has strong hands-on experience supporting Windows upgrades and enterprise device-refresh projects. This individual can independently troubleshoot escalated issues, communicate effectively with end users and IT teams, lead the response to major incidents, and maintain accurate operational documentation.