On-Site Service Desk Analyst – Windows, 365 & POS

Kelli's; Coppell (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Kelli’s is looking for a Service Desk Analyst to provide front-line technical support across our corporate office, distribution center, retail stores, and Cloverkey hospital gift shop locations. This hands-on role requires troubleshooting problems, guiding users to resolution, and logging details in Jira Service Management.

You’ll be the first point of contact by phone, email, and ticketing system. On-site Monday–Friday, 8am–5pm, with PCI DSS data-handling requirements and collaboration with IT

Qualifications

• 2+ years of hands-on help desk or service desk experience.
• Experience troubleshooting Windows desktops and laptops.
• Experience supporting Microsoft 365 applications and users.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Experience troubleshooting printers and other computer peripherals.
• Experience working in a ticketing system and documenting technical issues clearly.
• Strong customer service and communication skills.
• Ability to explain technical issues and solutions to non-technical users.
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tickets and prioritize based on business needs.
• A dependable, team-oriented approach with strong follow-through.

Responsibilities

• Provide first-level technical support to employees across locations.
• Troubleshoot Windows 10/11 desktop and laptop issues, printers, peripherals, and login problems.
• Support Microsoft 365 apps including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and MFA.
• Troubleshoot basic network issues: Wi-Fi, VPN, DNS, DHCP.
• Assist retail locations with POS devices and payment terminals.
• Create, update, and manage support tickets in Jira Service Management.
• Document troubleshooting steps and resolutions.
• Communicate clearly with users and keep them informed.
• Maintain accurate ticket queues and follow up through resolution.
• Contribute to IT knowledge base in Confluence.
• Follow PCI DSS data-handling requirements.

Skills

Help desk experience

Windows troubleshooting

Microsoft 365 support

Networking basics

Printer peripherals

Ticketing system

Customer service

Communication skills

Problem solving

Multi-ticket management

Education

CompTIA A+

CompTIA Network+

ITIL 4 Foundation

Tools

Jira Service Management

Confluence

Active Directory

Entra ID

Job description

Kelli’s is looking for a Service Desk Analyst to provide front-line technical support across our corporate office, distribution center, retail stores, and Cloverkey hospital gift shop locations. This hands-on role requires troubleshooting problems, guiding users to resolution, and logging details in Jira Service Management.

You’ll be the first point of contact by phone, email, and ticketing system. On-site Monday–Friday, 8am–5pm, with PCI DSS data-handling requirements and collaboration with IT