Service Desk Analyst
Compunnel, San Antonio, TX, United States
JOB SUMMARY:
The Service Desk Analyst provides first and second level IT support in a 24x7x365 environment, serving as the primary point of contact for end users experiencing hardware, software, or system-related issues. This role focuses on troubleshooting, incident management, and delivering high-quality customer service while ensuring timely resolution and escalation of technical problems.
KEY RESPONSIBILITIES:
• Serve as the single point of contact for all IT-related support requests
• Handle incoming queries via phone, email, chat, self-service portals, and walk-ins
• Diagnose and resolve hardware, software, and application issues
• Document, track, and manage incidents and service requests
• Escalate complex issues to higher-level support teams with detailed documentation
• Maintain accurate records of issues, resolutions, and user interactions
• Monitor network systems and identify potential issues
• Install, configure, and troubleshoot desktops, laptops, and mobile devices
• Assist users with software installations and application-related issues
• Provide clear communication and updates to users throughout the resolution process
• Contribute to internal and external knowledge base documentation
• Support enforcement of corporate IT policies and standards
• Collaborate with multiple IT teams to coordinate issue resolution
• Assist with training end users on new technologies and systems
• Work flexible shifts, including weekends and after-hours support as needed
REQUIRED QUALIFICATIONS:
• High school diploma or GED
• Experience in IT, business, engineering, network operations, or related field
• Customer service experience in a technical or support environment
• Strong troubleshooting and problem-solving skills
• Familiarity with desktops, laptops, mobile devices, and operating systems
• Ability to learn new technologies and adapt in a fast-paced environment
• Strong communication and interpersonal skills
• Ability to work flexible hours, including shifts, weekends, and on-call support
• Valid driver's license and reliable transportation
PREFERRED QUALIFICATIONS:
• Ability to obtain IT certifications such as CompTIA A+ or Network+
• Experience in a 24x7 service desk or multi-channel support environment
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:
• Office environment with potential for high-stress situations
• Extended periods of sitting and working at a desk
• Occasional travel for training or business needs
• Ability to lift up to 20 pounds and perform physical movements such as standing, walking, bending, and crouching
The Service Desk Analyst provides first and second level IT support in a 24x7x365 environment, serving as the primary point of contact for end users experiencing hardware, software, or system-related issues. This role focuses on troubleshooting, incident management, and delivering high-quality customer service while ensuring timely resolution and escalation of technical problems.
KEY RESPONSIBILITIES:
• Serve as the single point of contact for all IT-related support requests
• Handle incoming queries via phone, email, chat, self-service portals, and walk-ins
• Diagnose and resolve hardware, software, and application issues
• Document, track, and manage incidents and service requests
• Escalate complex issues to higher-level support teams with detailed documentation
• Maintain accurate records of issues, resolutions, and user interactions
• Monitor network systems and identify potential issues
• Install, configure, and troubleshoot desktops, laptops, and mobile devices
• Assist users with software installations and application-related issues
• Provide clear communication and updates to users throughout the resolution process
• Contribute to internal and external knowledge base documentation
• Support enforcement of corporate IT policies and standards
• Collaborate with multiple IT teams to coordinate issue resolution
• Assist with training end users on new technologies and systems
• Work flexible shifts, including weekends and after-hours support as needed
REQUIRED QUALIFICATIONS:
• High school diploma or GED
• Experience in IT, business, engineering, network operations, or related field
• Customer service experience in a technical or support environment
• Strong troubleshooting and problem-solving skills
• Familiarity with desktops, laptops, mobile devices, and operating systems
• Ability to learn new technologies and adapt in a fast-paced environment
• Strong communication and interpersonal skills
• Ability to work flexible hours, including shifts, weekends, and on-call support
• Valid driver's license and reliable transportation
PREFERRED QUALIFICATIONS:
• Ability to obtain IT certifications such as CompTIA A+ or Network+
• Experience in a 24x7 service desk or multi-channel support environment
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:
• Office environment with potential for high-stress situations
• Extended periods of sitting and working at a desk
• Occasional travel for training or business needs
• Ability to lift up to 20 pounds and perform physical movements such as standing, walking, bending, and crouching