Service Desk Analyst

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

Description

Kelli’s is looking for a Service Desk Analyst to provide front-line technical support to our corporate office, distribution center, retail stores, and Cloverkey hospital gift shop locations.

This is a hands-on support role for someone who enjoys troubleshooting problems, helping people, and seeing an issue through to resolution. You’ll be the first point of contact for technology-related questions and will provide support by phone, email, and through our ticketing system. This position is on-site Monday-Friday from 8am-5pm.

What You’ll Do

• Provide first-level technical support to employees across corporate, distribution, retail, and hospital gift shop locations.


• Troubleshoot Windows 10/11 desktop and laptop issues, including software, updates, printers, peripherals, and login problems.


• Support Microsoft 365, including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and MFA.


• Troubleshoot basic network and connectivity issues, including Wi-Fi, VPN, TCP/IP, DNS, and DHCP.


• Assist retail locations with POS, registers, receipt printers, scanners, and payment terminal issues.


• Create, update, and manage support tickets in Jira Service Management, including documenting troubleshooting steps and resolution.


• Resolve issues at first contact when possible and appropriately escal...


• Communicate clearly with users and keep them informed throughout the resolution process.


• Maintain accurate ticket queues and follow up on open issues through resolution.


• Use and contribute to the IT knowledge base in Confluence.


• Follow company IT security and data-handling requirements, including applicable PCI DSS requirements.

Requirements

What We’re Looking For

• 2+ year 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.

Preferred Qualifications

• Experience with Jira Service Management and Confluence.


• Experience supporting a retail point-of-sale system; NCR Counterpoint experience is a plus.


• Experience supporting users across multiple locations.


• Exposure to Active Directory or Entra ID.


• CompTIA A+, Network+, or ITIL 4 Foundation certification.

Why Join Kelli’s?

Kelli’s is a growing organization with a strong retail presence and an expanding portfolio of store and hospital locations. This position provides broad, hands-on exposure to end-user support, Microsoft 365, retail technology, and IT operations with opportunities to grow as the company continues to expand. If you enjoy solving problems, helping people, and being part of a team where your work makes a difference every day, we’d like to hear from you.

Kelli’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.