Service Desk Analyst I

Associa; Richardson (TX); On-site; USD 25,000 - 39,000; Full time

Job summary

Associa is hiring a Service Desk Analyst to provide first-level IT support, troubleshooting hardware, software, and network issues for end-users in a fast-paced environment. You will log tickets, maintain knowledge bases, and collaborate with teams to improve service delivery.

The role emphasizes customer service, strong communication, and problem solving, with opportunities to contribute to process improvements and SLAs adherence.

Qualifications

• 1–2 years of help desk or call center experience.
• AA degree, or technical training, or equivalent experience.
• A+ certification is preferred.

Responsibilities

• Provide first-level IT support via phone, email, and remote tools.
• Diagnose and resolve hardware, software, and network issues.
• Log incidents in the ticketing system and update knowledge base.
• Escalate complex issues and meet SLAs.
• Participate in team meetings and process improvements.

Skills

Customer service

Communication skills

Technical aptitude

Problem solving

Windows 10/11

Remote desktop tools

Education

AA degree or 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

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.

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

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

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.