Service Desk Analyst I

Level 1 Service Desk Analyst

Associa is seeking a highly motivated and customer-focused Level 1 Service Desk Analyst to join our dynamic IT team. As a primary point of contact for our end-users, you will play a crucial role in ensuring the smooth operation of our IT infrastructure. This position involves providing exceptional first-level technical support, troubleshooting a diverse range of hardware, software, and network issues, and contributing to a positive user experience. If you are a proactive problem-solver with a passion for technology and helping others, we encourage you to apply. This role requires onsite presence 5 days a week in our Richardson, Texas location. Could be various shift work.

Provide timely and effective technical support to end-users via phone, email, and remote tools.

Diagnose and resolve a wide range of IT issues, including:

• Hardware troubleshooting (PCs, laptops, printers, etc.)
• Software installations and configurations
• Network connectivity issues
• User account management
• Troubleshooting Microsoft Office applications

Log and track incident tickets in our ticketing system.

Maintain and update the knowledge base to improve troubleshooting efficiency.

Escalate complex issues to higher-level support teams when necessary.

Adhere to service level agreements (SLAs) and meet performance metrics.

Actively participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery and personal technical skills.

Any additional tasks assigned by leadership

Focus on providing exceptional customer service

Great communication skills

Strong technical aptitude

Problem solving & critical thinking

Knowledge of Windows 10 and 11 Operating Systems

Familiarity with Remote Desktop tools

1-2 years of related technical service desk experience or equivalent combination of Associates or Bachelors degree and some related work experience

A+ Certified - Preferred

Self-starter

Motivated

Task oriented

Team player

Ability to think out of the box

Phone Etiquette

Executive Presence

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.