Service Desk Analyst I

Associa; Richardson (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Associa is seeking a Service Desk Analyst to join our IT team and be the primary contact for end-users. You will provide first-level technical support via phone, email, and remote tools, troubleshooting a range of hardware, software, and network issues.

You will log incidents in the ticketing system, maintain a knowledge base, and escalate when needed while meeting SLAs and contributing to knowledge-sharing and process improvements.

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

Responsibilities

• Provide timely and effective technical support to end-users via phone, email, and remote tools
• Diagnose and resolve hardware, software, and network issues
• 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
• Participate in team meetings, training sessions, and process improvement initiatives

Skills

Customer service

Technical aptitude

Problem solving

Windows 10/11

Remote desktop tools

Education

AA degree or technical training

Tools

Ticketing system

Remote Desktop tools

Job description

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

Requirements

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

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

• Motivated
• Task oriented
• Team player
• Ability to think out of the box
• Executive Presence

Company Description

With more than 300 branch offices across North America, Associa is building the future of community for more than 7.5 million residents worldwide. Our 15,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 45 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com .

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