IT Service Desk Analyst I
8a78826757c133d20157d9eb9ff2044c · Bedford, TX ·
- Category
- Support
Daystar is seeking an IT Service Desk Analyst I professional with a servant’s heart to join our Information Technology team. This individual serves as a primary point of contact for employee technical support, responsible for resolving common Level 1 issues, maintaining accurate ticket documentation, supporting user accounts and devices, and escalating more advanced issues to the appropriate IT team. Must be a Christian committed to the Gospel of Jesus Christ.
Duties & Responsibilities
The ideal candidate is organized, dependable, resourceful, customer-focused, and able to communicate clearly with both technical and non-technical users. Travel between Daystar locations and occasional evening or weekend support will be required. Occasional overnight, weekend, and after-hours support will be required, especially during fundraiser events.
- Provide Level 1 technical support by phone, email, remote support, and in person.
- Troubleshoot common hardware, software, Microsoft 365, printing, mobile-device, and user-access issues.
- Own assigned tickets from initial contact through resolution or escalation.
- Document, categorize, prioritize, and update all requests in the ITSM system.
- Respond to tickets according to established SLAs and escalation procedures.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office.
- Assist with Active Directory and Microsoft Entra ID tasks including password resets, account lockouts, group membership, and basic access requests.
- Manage Devices and Users in Intune
- Assist with employee onboarding, transfers, and offboarding.
- Configure, deploy, troubleshoot, and replace Windows and Apple computers and peripherals.
- Install approved software according to IT policies.
- Assist users with iPhones, iPads, Android devices, MFA, email, and approved applications.
- Install and troubleshoot printers, scanners, and common office technology.
- Maintain accurate IT asset and equipment records.
- Create and maintain Help Desk procedures and Knowledge Base articles.
- Identify recurring issues and recommend improvements to Help Desk processes.
- Escalate advanced issues to Systems, Security, Network, Applications, or other IT teams with complete troubleshooting documentation.
- Assist with IT deployments, upgrades, office moves, and other assigned projects.
- Participate in the Help Desk on-call rotation.
- Escalate issues to Management as needed.
- Work collaboratively within the IT Help Desk Team under the IT Help Desk Manager's leadership.
Required Qualifications
- Previous professional Help Desk, Service Desk, Desktop Support, or Technical Support experience.
- Experience supporting Windows 11 and Microsoft 365.
- Experience with Active Directory and familiarity with Microsoft Entra ID.
- Experience supporting computers, printers, mobile devices, and common office technology.
- Experience using an IT ticketing or ITSM system.
- Strong troubleshooting, documentation, communication, and customer-service skills.
- Ability to prioritize multiple requests and know when to escalate an issue.
- Ability to work independently and collaboratively within an IT team.
Preferred Qualifications
- CompTIA A+, Security+, or Microsoft certification
- Microsoft Intune certification or experience
- Microsoft 365 administration certification or experience
- macOS support experience
- Remote-support tool experience
Education
Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience and technical training.
PHYSICAL DEMANDS:
- Must be able to sit at workstation for extended periods of time • Requires normal range of hearing and vision
- Must be able to work shifts as scheduled.
- Must be able to work extended hours during special fundraisers, including the weekends and on call.