Help Desk Analyst

We are looking for a dedicated Help Desk Analyst to join our team in Dallas, Texas. This role involves providing Level 1 technical support to end users within a managed services environment, addressing issues related to desktops, hosted applications, and basic networking. The ideal candidate will have a strong customer service mindset and a passion for solving technical challenges efficiently and professionally.

Responsibilities:

• Offer first-level technical support for Windows desktops, virtual desktops, and hosted applications.
• Troubleshoot and resolve login issues, password resets, and account access problems.
• Document all technical issues, resolutions, and processes in the ticketing system for future reference.
• Escalate complex issues to higher-level support teams following established protocols.
• Monitor system alerts and notifications, ensuring prompt response and escalation when necessary.
• Deliver exceptional customer service by maintaining clear communication and timely resolution of issues.
• Assist with onboarding processes, including account creation and access provisioning.
• Collaborate with team members to ensure efficient ticket management and workflow.
• Maintain a systematic approach to troubleshooting and problem-solving in a structured help desk environment.