Service Desk Analyst

Associations, Inc.; Richardson (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in community management services is seeking a driven Service Desk Analyst to join their IT team. The analyst will be tasked with providing first-level technical support to ensure seamless operation of IT infrastructure. Candidates should have a passion for technology and excellent customer service skills.

Qualifications

• 1-2 years of related work experience in IT support.
• Previous Service Desk or Call Center experience.
• A+ Certification preferred.

Responsibilities

• Provide timely technical support to end-users.
• Diagnose and resolve IT issues including hardware and software.
• Log and track incident tickets in the ticketing system.

Skills

Customer service

Communication skills

Problem solving

Technical aptitude

Critical thinking

Knowledge of Windows 10 and 11

Remote Desktop tools

Education

AA degree or equivalent technical training

Job description

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

Overview

We are seeking a highly motivated and customer-focused Service Desk Analyst to join our dynamic IT team. As a primary point of contact for our end-users, you will play a crucial role in ensuring the smooth operation of our IT infrastructure. This position involves providing exceptional first-level technical support, troubleshooting a diverse range of hardware, software, and network issues, and contributing to a positive user experience. If you are a proactive problem-solver with a passion for technology and helping others, we encourage you to apply.

Responsibilities

• Provide timely and effective technical support to end-users via phone, email, and remote tools.
• Diagnose and resolve a wide range of IT issues, including:
  • Hardware troubleshooting (PCs, laptops, printers, etc.)
  • Software installations and configurations
  • Network connectivity issues
  • User account management
  • Troubleshooting Microsoft Office applications
• Log and track incident tickets in our ticketing system.
• Maintain and update the knowledge base to improve troubleshooting efficiency.
• Escalate complex issues to higher-level support teams when necessary.
• Adhere to service level agreements (SLAs) and meet performance metrics.
• Actively participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery and personal technical skills.
• Any additional tasks assigned by leadership

Competencies

• Focus on providing exceptional customer service
• Great communication skills
• Strong technical aptitude
• Problem solving & critical thinking
• Knowledge of Windows 10 and 11 Operating Systems
• Familiarity with Remote Desktop tools

Requirements

Required Qualifications

• 1-2 years of related work experience, AA degree, or technical training preferred or equivalent combination of education and experience
• Previous Service Desk or Call Center experience
• A+ Certified - Preferred

Personality Traits

• Self-starter
• Motivated
• Task oriented
• Team player
• Ability to think out of the box
• Phone Etiquette
• Executive Presence

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.