IDR is seeking a Service Desk Analyst to join one of our top clients for an opportunity in Plano, Texas . This role supports a fast-paced enterprise service desk/contact center environment by handling incidents, service requests, and routine system checks while delivering high-touch customer support. You'll collaborate with technical teams and stakeholders to restore service quickly, document resolutions, and help improve support processes. Position Overview for the

Service Desk Analyst:

Provide Tier 1-2 technical support to end users via phone, email, chat, and ticketing tools Triage, prioritize, and resolve incidents and service requests; escalate complex/high-visibility issues as needed Perform routine system checks and proactive maintenance to support service reliability Document troubleshooting steps and resolutions; update knowledge articles and standard procedures Support continuous improvement efforts (process simplification, automation ideas, and service quality) Requirements for the

Service Desk Analyst:

3-5 years of experience in IT support, service desk, technical support, or systems support Strong troubleshooting and customer service skills supporting both technical and non-technical users Experience working in a ticketing environment and following incident/request/problem/change processes Working knowledge of Microsoft Windows environments and common workplace applications (e.g., Microsoft Office, web-based apps) Strong written/verbal communication skills with consistent documentation habits What's in it for you? Competitive compensation package Full Benefits; Medical, Vision, Dental, and more! Opportunity to get in with an industry leading organization. Why IDR? 25+ Years of Proven Industry Experience in 4 major markets Employee Stock Ownership Program Dedicated Engagement Manager who is committed to you and your success. Medical, Dental, Vision, and Life Insurance ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row. #LI-hybrid By submitting this application, you acknowledge and consent to engage in conversation with a recruiter or virtual recruiter from IDR Inc. and its affiliates, and contracted partners by receiving calls, AI-generated calls, texts, or emails to the contact information provided. Please ensure that the contact information provided is one you are permitted to use and are authorized to receive such messages on. If your contact information changes during the application process, please notify IDR promptly. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can opt-out of receiving communications at any time by saying or replying with "STOP" and "HELP" for help. To view our privacy policy, you may access it here (https://www.idr-inc.com/privacy-policy/).