Job DescriptionWe 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 full-time on-site position based in Dallas, TX. Travel to additional client sites may be required on an as-needed basis.
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
RequirementsRequired 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 troubleshoot independently 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 with ticketing systems and support workflows
- Ability to prioritize tasks and manage multiple support requests simultaneously
- Self-motivated with a strong sense of ownership and accountability
Preferred Qualifications- Experience supporting enterprise or multi-site environments
- Familiarity with Microsoft 365, Active Directory, and endpoint management tools
- Exposure to managed services or field support environments
- Technical certifications are a plus (CompTIA, Microsoft, ITIL, etc.)
BenefitsBenefits- Competitive compensation
- Medical, Dental, and Vision insurance
- Paid Time Off and Paid Holidays
- 401(k) with employer match
- Career advancement opportunities
- Ongoing technical training and professional development
