Service Desk Analyst

Elevate Your Career: Join Our Team as a Service Desk Analyst - A Role Where You Can Thrive as a Technical Expert

Are you passionate about providing exceptional customer service and resolving technical issues with efficiency? We are seeking a dedicated Service Desk Analyst to join our team and become the first point of contact for our employees’ IT concerns. Driven to be accurate, you will utilize your problem-solving skills to troubleshoot and diagnose issues, ensuring minimal downtime and optimal employee satisfaction. If you thrive in an independent, fast-paced environment and have a knack for quick communication, we'd love to have you on board to help streamline our IT support processes.

Why Us:

- Expert Team: Join a team of seasoned professionals dedicated to delivering quality, integrity, efficiency, and safety in infrastructure projects.

- Respectful and Supportive Culture: Join a workplace that prioritizes respect, integrity, and professionalism, fostering a culture where employees are treated with honor and dignity.

- Alignment with Core Values: Be part of a team that values and embodies core principles such as Integrity, Grit, Agility, Innovation, and Respect in every aspect of business and project execution.

- Personal and Professional Growth: Thrive in an environment that not only serves clients but also actively supports and empowers employees, promoting continuous learning, adaptation, and the transformation of ideas into action.

What Sets You Apart:

- Technical Proficiency: This role requires a solid understanding of IT systems, particularly Microsoft Intune and the Microsoft cloud ecosystem, including M365, Entra ID, SharePoint, and Teams. The employee must be adept at troubleshooting and resolving technical issues efficiently, as well as configuring and managing endpoints.

- Customer Service Skills: The employee should be patient, empathetic, and able to communicate technical information clearly to users with varying levels of expertise. Their goal is to maintain high user satisfaction while resolving issues promptly.

- Organizational and Analytical Skills: Managing user accounts, licenses, access, and hardware procurement requires strong organizational and analytical skills. The employee must be detail-oriented to ensure data governance and compliance with company policies.

Why You’ll Love It Here:

- Purpose Driven Mission: Experience the fulfillment of contributing to a mission focused on building and empowering a high-performing team dedicated to adding substantial value to clients.

- Autonomy & Support: Experience a shared commitment to building and empowering a great workforce. We give our employees the freedom to make impactful decisions and take ownership of tasks.

- Purpose-Driven Culture: Engage in a workplace culture supported by three pillars—Corporate Giving, Employee Connection, and Community Engagement—where success is not only measured by business achievements but also by the positive impact on others and the communities in which we operate.

Position Overview:

The Service Desk Analyst provides end-to-end IT support to the organization. You will be responsible for remotely maintaining company hardware and software, providing support to employees of the organization, solving technical problems occurring within IT systems, and aiding in the administration of the Microsoft 365 ecosystem. You will promote a strong culture of security within the organization, helping to foster an environment where data protection and risk management are prioritized across all levels of the company. This position will report directly to the Director of IT.​

Essential Duties & Responsibilities:

· Provide daily comprehensive remote and, as needed, in-person end-user support, troubleshooting and resolving issues efficiently to maintain high user satisfaction.

· Create, Update, and Manage user accounts, licenses, and access while ensuring data governance and compliance with company policies.

· Configure, manage, monitor, and support managed endpoints using Microsoft Intune, including company laptops and mobile devices.

· Develop and maintain system documentation, configuration logs, and compliance reports.

· Provide administrative support of the company’s Microsoft cloud ecosystem including M365, Entra ID, SharePoint, Teams, and other cloud-based systems as needed.

· Train employees in the use of hardware, software and systems as needed.

· Procure hardware for organizational use.

· Document processes and procedures of IT support.

· The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing, and other responsibilities will be assigned based on the position's role within the business unit.

Job Requirements / Skills:

· Bachelor's degree preferred but not required.

· 2 years of experience providing Desktop Support. Preferably in a remote support environment utilizing remote/cloud-based management tools.

· Strong diagnostic/troubleshooting skills in a Windows centric desktop environment (Windows 11 a plus).

· Experience managing devices using a mobile Device Management (MDM) platform (Intune preferred).

· Experience working in a Microsoft M365 Tenant environment is highly preferred. (Relevant Microsoft certifications are not required but highly desirable)

· Experience administering Microsoft SharePoint Online is a plus.

Must also have the following demonstrated knowledge, skills, and abilities:

· Strong problem-solving skills.

· Excellent written and verbal communication skills.

· Ability to multitask and adapt quickly to business needs.

· Effective communication and customer service skills across all levels of an organization.

· Willingness to learn

Highlights:

- Employee Centric Work Culture, Work/Life Balance, Autonomy to Succeed

- Job Type: IT Support

- Work Hours: Full-time

- Annual Compensation: Competitive Base Pay Incentive Based Bonus

- Benefits: Medical, Dental, Vision, Life Insurance, 401k, Profit Sharing

- Location: Remote, Dallas/Fort Worth Area

Working Conditions:

• While the role is remote, there will be an occasional need to travel to the office and other locations around the DFW area.
• Must have a stable internet connection and a quiet workspace.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.

Disclaimers:

This job description is intended to convey information essential to understanding the scope of the position and general nature of the work performed. It is not exhaustive and should not be construed as an all-inclusive list of job duties, responsibilities, or requirements. Management reserves the right to modify, add, or remove duties as necessary to meet business needs.

The company is an equal opportunity employer and complies with all applicable federal, state, and local laws regarding nondiscrimination. Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, disability, or any other status protected by applicable law.

This job description is not a contract of employment, implied or otherwise. Employment with the company is at-will, meaning the employee or the company may terminate the employment relationship at any time, with or without cause, and with or without notice.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Experience:

• Help desk: 2 years (Required)
• Microsoft 365: 2 years (Required)

Ability to Commute:

• Irving, TX 75039 (Required)

Ability to Relocate:

• Irving, TX 75039: Relocate before starting work (Required)

Work Location: Hybrid remote in Irving, TX 75039