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Lead Service Desk Analyst (On-Site)
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WYN Consultants
Dallas, TX (In Person)
$90,000 Salary, Full-Time
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Job Description
We are seeking a highly skilled and self-driven Lead Service Desk Analyst to join a growing IT support and managed services environment. This role serves as the primary on-site technical resource responsible for managing incoming support requests, prioritizing technical issues, and ensuring timely resolution for end users. The ideal candidate is a motivated technical professional who thrives in fast-paced environments, enjoys solving complex technical problems, and can operate independently while maintaining a high level of customer service and professionalism. This is a fully on-site position supporting assigned business operations and end-user environments. Principal Duties & Responsibilities Provide advanced troubleshooting for escalated desktop, application, hardware, and connectivity issues Serve as the primary on-site point of contact for technical support needs Self-manage and prioritize incoming support requests based on urgency and business impact Monitor ticket queues to ensure issues are addressed and resolved within established timelines Maintain accurate documentation and updates throughout the ticket lifecycle Deliver professional and timely communication to end users and internal support teams Identify recurring technical issues and assist with root-cause resolution efforts Support user account management, workstation deployments, device setup, and access configuration Collaborate with internal technical teams for escalations and advanced issue resolution Maintain awareness of overall end-user experience and escalate productivity-impacting concerns when necessary Follow established troubleshooting procedures, documentation standards, and security protocols Required Knowledge, Skills & Abilities 3-5+ years of experience in IT support, desktop support, help desk, service desk, or managed services environments Strong knowledge of Windows operating systems, desktop hardware, and peripherals Understanding of networking fundamentals including DNS, DHCP, and connectivity troubleshooting Ability to independently troubleshoot and resolve escalated technical issues Strong customer service and communication skills with both technical and non-technical users Excellent organizational, documentation, and follow-through abilities Experience working within ticketing systems and managing support ticket lifecycles Ability to multitask, prioritize effectively, and work under minimal supervision Strong problem-solving mindset with a proactive and ownership-driven approach to support Preferred Qualifications Experience supporting enterprise environments Familiarity with Active Directory, Microsoft 365, and endpoint management tools Exposure to managed services or multi-site support environments Technical certifications are a plus (CompTIA, Microsoft, ITIL, etc.) Benefits Competitive compensation Medical, Dental, and Vision insurance Paid Time Off and Paid Holidays 401(k) with company match Career growth and advancement opportunities Ongoing technical training and development