IT Analyst I (Global Service Desk) - Onsite

About the job

IT Support Analyst I / Service Desk / Onsite / Plano, TX

Our client, a global leader in IT infrastructure services and digital transformation, is looking to hire an IT Support Analyst I for a 6-month contract opportunity in Plano, TX. This position is 100% onsite and offers the opportunity to support enterprise-level IT operations within a global technology organization.

This is an excellent opportunity for a customer-focused IT professional looking to expand their technical troubleshooting and service desk experience. You'll work in a collaborative, fast-paced environment supporting end users, resolving technical issues, and maintaining critical systems that power global service desk operations. The ideal candidate has strong technical aptitude, excellent communication skills, and a passion for delivering exceptional customer service.

Contract Duration: 6 month, potential to extend or convert

Required Skills & Experience

• Experience or strong working knowledge of IT help desk, service desk, or technical support environments.
• Knowledge of Microsoft Windows operating systems, Microsoft Office, and common workplace applications.
• Familiarity with IT service management and ticketing platforms such as ServiceNow.
• Understanding of desktop hardware, software, web-based applications, and basic troubleshooting techniques.
• Strong written and verbal communication skills with a customer-first approach.
• Ability to prioritize incidents, troubleshoot technical issues, and escalate when necessary.

Desired Skills & Experience

• Experience providing technical support through phone, email, chat, and remote access tools.
• Familiarity with incident management, request fulfillment, and ITIL-based service desk processes.
• Knowledge of mobile, desktop, and virtual operating environments, cloud storage, and enterprise applications.
• Experience providing white-glove technical support to end users.

Daily Responsibilities

• Provide first-level technical support to end users through phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, application, and system-related incidents using remote support tools.
• Manage and prioritize service requests, incidents, and escalations while meeting established service-level performance targets.
• Document troubleshooting steps, resolutions, and technical procedures within the ticketing system.
• Support proactive system maintenance, daily operational checks, and continuous improvements to service desk processes.
• Deliver exceptional white-glove customer service while collaborating with internal technical teams and vendors to resolve complex issues.