Senior Helpdesk Analyst (Onsite - DFW Area)
Job Summary
We are seeking a
Senior Helpdesk Analyst
to support a
Windows 11 lifecycle initiative , including device refreshes and operating system upgrades. This role provides escalated IT Help Desk support and serves as a lead technician for non-routine and major incidents.
The ideal candidate will have strong hands-on experience with Windows upgrades, device refreshes, and end-user support, along with the ability to operate independently in an onsite enterprise environment.
This role also involves maintaining IT Help Desk standards, procedures, and documentation while collaborating closely with other IT teams to ensure service stability and efficiency
. Key Responsibilities
Support
Windows 11 device refresh and upgrade initiatives
Provide
Tier 2 / escalated Help Desk support
for complex issues and major incidents
Monitor network hardware, software, and application servers for stability and performance
Diagnose, research, and resolve non-routine technical issues
Respond to end-user requests via phone and email
Maintain and update
Standard Operating Procedures (SOPs) ; create new SOPs as needed
Train and coordinate with other IT staff
Produce management reports related to Help Desk operations
Ensure compliance with security policies and safeguard restricted data, systems, and services
Support overall IT Help Desk operations with professionalism and reliability Required Qualifications
4+ years of experience
in computer technical support OR
Bachelor's degree in Information Technology
(or related field)
plus 2+ years
of technical support experience Preferred Qualifications
5-7 years of experience
with Windows upgrades, including backup and restore of user data
4+ years of device refresh experience
Strong troubleshooting skills in enterprise desktop and Help Desk environments
Experience working onsite in a structured IT organization
Job Summary
We are seeking a
Senior Helpdesk Analyst
to support a
Windows 11 lifecycle initiative , including device refreshes and operating system upgrades. This role provides escalated IT Help Desk support and serves as a lead technician for non-routine and major incidents.
The ideal candidate will have strong hands-on experience with Windows upgrades, device refreshes, and end-user support, along with the ability to operate independently in an onsite enterprise environment.
This role also involves maintaining IT Help Desk standards, procedures, and documentation while collaborating closely with other IT teams to ensure service stability and efficiency
. Key Responsibilities
Support
Windows 11 device refresh and upgrade initiatives
Provide
Tier 2 / escalated Help Desk support
for complex issues and major incidents
Monitor network hardware, software, and application servers for stability and performance
Diagnose, research, and resolve non-routine technical issues
Respond to end-user requests via phone and email
Maintain and update
Standard Operating Procedures (SOPs) ; create new SOPs as needed
Train and coordinate with other IT staff
Produce management reports related to Help Desk operations
Ensure compliance with security policies and safeguard restricted data, systems, and services
Support overall IT Help Desk operations with professionalism and reliability Required Qualifications
4+ years of experience
in computer technical support OR
Bachelor's degree in Information Technology
(or related field)
plus 2+ years
of technical support experience Preferred Qualifications
5-7 years of experience
with Windows upgrades, including backup and restore of user data
4+ years of device refresh experience
Strong troubleshooting skills in enterprise desktop and Help Desk environments
Experience working onsite in a structured IT organization