Service Desk Analyst

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

ESOP

Job summary

IDR is seeking a Service Desk Analyst in Plano, TX to deliver Tier 1–2 support in a fast-paced enterprise environment. You will handle incidents, service requests, and monitoring, communicating via phone, email, chat, and ticketing tools to ensure timely resolutions and high customer service standards.

The role emphasizes collaboration with technical teams, proactive maintenance, and ongoing process improvements, offering clear pathways for career growth within a leading organization committed

Qualifications

• 3 to 5 years of experience in IT support, service desk, technical support, or systems support roles.
• Demonstrated ability to troubleshoot and resolve technical issues for both technical and non-technical users, maintaining a customer-centric approach at all times.
• Experience working within a ticketing system and following established incident, request, problem, and change management processes.
• Working knowledge of Microsoft Windows environments and common workplace applications such as Microsoft Office and web-based applications.
• Excellent written and verbal communication skills, with a consistent approach to documentation and record-keeping.

Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users via phone, email, chat, and ticketing tools, ensuring the quick and effective resolution of issues.
• Triage, prioritize, and resolve incidents and service requests, escalating complex or high-visibility issues to appropriate technical teams as necessary.
• Perform routine system checks and proactive maintenance to enhance the reliability and performance of IT services.
• Document troubleshooting steps and resolutions in detail, updating knowledge base articles and standard operating procedures for future reference.
• Participate in continuous improvement initiatives by suggesting process simplifications, automation opportunities, and ways to enhance service quality.
• Collaborate with technical teams and stakeholders to restore services efficiently and support overall IT service management objectives.

Skills

Customer service

Troubleshooting

Incident management

Documentation

Communication skills

Tools

Ticketing system

Microsoft Windows

Microsoft Office

Web-based apps

Job description

The Service Desk Analyst plays a crucial role in providing Tier 1 and Tier 2 technical support within an enterprise-level service desk environment. This position is designed for professionals who thrive in fast-paced, customer-focused settings, ensuring efficient response to incidents, service requests, and system monitoring. As a Service Desk Analyst, you will handle a diverse array of technical issues for end users, utilizing multiple communication channels such as phone, email, chat, and ticketing systems. Your expertise will be essential in maintaining high standards of customer service while collaborating with technical teams to resolve issues promptly. This role offers excellent opportunities for career advancement and professional growth within a leading organization, making it a prime choice for IT support professionals seeking to further their careers.

Service Desk Analyst - Summary

• Serve as the primary point of contact for end-user technical support, managing incoming incidents and service requests efficiently.
• Deliver a high standard of customer service by troubleshooting technical and non-technical issues for a broad user base.
• Utilize established processes and best practices to ensure the timely and accurate resolution of issues.
• Assist in maintaining the reliability of IT systems through proactive system checks and maintenance tasks.
• Support an enterprise service desk environment, contributing to the overall effectiveness of technical support operations.

Duties & Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users via phone, email, chat, and ticketing tools, ensuring the quick and effective resolution of issues.
• Triage, prioritize, and resolve incidents and service requests, escalating complex or high-visibility issues to appropriate technical teams as necessary.
• Perform routine system checks and proactive maintenance to enhance the reliability and performance of IT services.
• Document troubleshooting steps and resolutions in detail, updating knowledge base articles and standard operating procedures for future reference.
• Participate in continuous improvement initiatives by suggesting process simplifications, automation opportunities, and ways to enhance service quality.
• Collaborate with technical teams and stakeholders to restore services efficiently and support overall IT service management objectives.

Salary & Benefits

• Competitive compensation package designed to attract top IT support talent.
• Comprehensive benefits including medical, dental, vision, and life insurance options.
• Access to an Employee Stock Ownership Program, supporting long-term financial growth.
• Opportunities for professional development and advancement within an industry-leading organization.
• Support from a dedicated engagement manager focused on your success and satisfaction.

Qualifications & Requirements

• 3 to 5 years of experience in IT support, service desk, technical support, or systems support roles.
• Demonstrated ability to troubleshoot and resolve technical issues for both technical and non-technical users, maintaining a customer-centric approach at all times.
• Experience working within a ticketing system and following established incident, request, problem, and change management processes.
• Working knowledge of Microsoft Windows environments and common workplace applications such as Microsoft Office and web-based applications.
• Excellent written and verbal communication skills, with a consistent approach to documentation and record-keeping.

Ideal Candidate Snapshot

• Resourceful and proactive individual with a strong commitment to delivering exceptional customer service.
• Enjoys working in a dynamic, collaborative environment with a focus on continuous improvement.
• Possesses strong analytical and problem-solving abilities, capable of adapting to changing priorities.
• Demonstrates a willingness to learn and stay updated on best practices in IT service management.
• Communicates clearly and professionally with users, peers, and technical stakeholders.

Other Relevant Information

• The Service Desk Analyst position is an excellent opportunity to join a well-established organization recognized for its commitment to quality and employee satisfaction.
• The employer has over 25 years of proven industry experience and offers a supportive work environment with access to mentorship and career development resources.
• Working in Plano offers access to a thriving business community and a strong local economy, enhancing both professional and personal growth opportunities.
• This role is ideal for candidates seeking stability, advancement, and a positive, inclusive workplace culture.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.