Service Desk Analyst

IDR, Inc.; Plano (TX); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Full benefits

Stock ownership program

Award-winning employer

Job summary

IDR, Inc. is seeking a Service Desk Analyst to join our Plano, Texas enterprise service desk. You will handle incidents, service requests, and routine system checks while delivering high-touch customer support.

You will collaborate with technical teams and stakeholders to restore service quickly, document resolutions, and help improve support processes. The role emphasizes triage, incident management, and ongoing documentation, with opportunities for process automation and service quality

Qualifications

• 3–5 years of IT support or service desk experience.
• Strong troubleshooting and customer-service skills for technical and non-technical users.
• Experience with ticketing environments and change processes.

Responsibilities

• Provide Tier 1–2 technical support via phone, email, chat, and ticketing tools.
• Triage, prioritize, and resolve incidents; escalate complex issues as needed.
• Perform routine system checks and proactive maintenance to support reliability.
• Document troubleshooting steps; update knowledge articles and procedures.
• Support continuous improvement efforts and automation ideas.

Skills

Troubleshooting

Customer support

Documentation

Written and verbal communication

Tools

Ticketing system

Microsoft Windows

Job description

IDR is seeking a Service Desk Analyst to join one of our top clients for an opportunity in Plano, Texas. This role supports a fast-paced enterprise service desk/contact center environment by handling incidents, service requests, and routine system checks while delivering high-touch customer support. You’ll collaborate with technical teams and stakeholders to restore service quickly, document resolutions, and help improve support processes.

Position Overview for the Service Desk Analyst:

• Provide Tier 1–2 technical support to end users via phone, email, chat, and ticketing tools
• Triage, prioritize, and resolve incidents and service requests; escalade complex/high-visibility issues as needed
• Perform routine system checks and proactive maintenance to support service reliability
• Document troubleshooting steps and resolutions; update knowledge articles and standard procedures
• Support continuous improvement efforts (process simplification, automation ideas, and service quality)

Requirements for the Service Desk Analyst:

• 3–5 years of experience in IT support, service desk, technical support, or systems support
• Strong troubleshooting and customer service skills supporting both technical and non-technical users
• Experience working in a ticketing environment and following incident/request/problem/change processes
• Working knowledge of Microsoft Windows environments and common workplace applications (e.g., Microsoft Office, web-based apps)
• Strong written/verbal communication skills with consistent documentation habits

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.