Service Desk Analyst-ONSITE

Service Desk Analyst

Fort Worth, TX (onsite)
6 months contract to hire

Position Summary

We are seeking a Service Desk Analyst to provide Tier 1 and Tier 2 technical support for end users across Microsoft 365 and mainframe environments. This role is responsible for troubleshooting hardware, software, account access, and enterprise applications while ensuring timely resolution of incidents and service requests.

Responsibilities

• Provide Tier 1 and Tier 2 support via phone, email, and ticketing system.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office.
• Support user accounts, password resets, Microsoft Entra ID (Azure AD), and Active Directory.
• Troubleshoot Windows desktops, laptops, printers, VPN, and network connectivity issues.
• Support users accessing mainframe applications, including login, connectivity, and application-related issues.
• Escalate complex incidents to appropriate support teams and vendors.
• Document incidents, resolutions, and knowledge base articles.
• Install, configure, and support hardware and software.
• Follow ITIL best practices for incident, request, and problem management.

Qualifications

• 2+ years of Service Desk or Help Desk experience.
• Experience providing Tier 1 and Tier 2 desktop support.
• Strong knowledge of Microsoft 365 (Outlook, Teams, Office, OneDrive, SharePoint).
• Experience supporting Active Directory and Microsoft Entra ID (Azure AD).
• Experience supporting Windows 10/11 and basic networking.
• Familiarity with mainframe environments (IBM z/OS, TSO/ISPF, CICS, or enterprise host applications) is preferred.
• Experience with ServiceNow, Jira, or similar ticketing systems.
• Excellent troubleshooting, communication, and customer service skills.

Preferred Skills

• ITIL Foundation certification.
• Experience supporting enterprise financial or business applications.
• Knowledge of remote support tools and endpoint management solutions such as Microsoft Intune or SCCM.