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AN
Alpha Net
Senior Service Desk Analyst
Career Insights for Help Desk Technician / Analyst
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Based on Texas data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$49,736 / year median in Texas
+4% projected growth
Job Description
Senior Service Desk Analyst Alpha Net - 3.6 Austin, TX Job Details Temp-to-hire | Contract $17.50 - $18.50 an hour 6 hours ago Qualifications Network troubleshooting Incident management software Windows Microsoft Office Azure AD Customer support ticket management Defect tracking tools Identity and access management (IAM) solutions Ticketing system technical support VPN Full Job Description We are looking for an Support Analyst to provide technical support to end users and resolve service requests. The role requires strong troubleshooting skills and hands-on experience with Windows, Active Directory and IT ticketing systems. Key Responsibilities Provide technical support for hardware, software, operating system, application, and access-related issues. Troubleshoot and resolve IT issues within defined timelines. Administer Active Directory, including user accounts, password resets, account unlocks, group memberships, and access permissions. Troubleshoot Windows 10/11, login, user profile, application, and system-related issues.. Manage incidents and service requests through ITSM/ticketing systems such as ServiceNow, Jira, or similar platforms. Maintain accurate ticket updates, troubleshooting notes, resolutions, and documentation. Provide support and assist with workstation, laptop, printer, and peripheral issues. Troubleshoot basic connectivity and VPN issues and escalate complex network/infrastructure issues when required. Escalate unresolved issues to appropriate L2/L3, infrastructure, security, or application teams. Contribute to knowledge-base articles and identify recurring issues for permanent resolution. Required Skills 1-5 years of experience in IT Support, Technical Support, Service Desk or Help Desk Hands-on experience with Windows 10/11 and Active Directory. Good knowledge of Microsoft 365 / Office 365. Experience with ticketing systems and driven support. Strong troubleshooting and problem-solving skills. Basic knowledge of Microsoft Entra ID/Azure AD, Intune, or SCCM is an advantage. Basic networking knowledge for troubleshooting connectivity/VPN issues. Strong communication and customer-service skills.
Pay:
$17.50 - $18.50 per hour Ability toCommute:
Austin, TX 78753 (Required)Work Location:
In personBenefits
- Dental Insurance