Service Desk Analyst: Fast-Paced IT Support & Improvement

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, 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