Help Desk Analyst and IT Coordinator

Position Responsibilities

Serve as the primary on-site IT resource for the Dallas office, providing hands-on support to employees, executives, and business leaders.

Act as the internal liaison between Dalfen and its Managed Service Provider, ensuring issues are properly submitted, tracked, escalated, and resolved.

Help reinforce the ticketing process so routine support issues are routed through the MSP while urgent, VIP, or business-critical issues receive immediate attention.

Monitor support tickets, service levels, and outstanding technology issues to ensure timely resolution and strong follow-through.

Hold external IT vendors and service providers accountable for responsiveness, communication, ownership, and quality of service.

Provide user support for laptops, desktops, monitors, docking stations, mobile devices, printers, Microsoft 365, Teams, Outlook, MFA, and other business applications.

Support executive and VIP users with urgent technology needs while maintaining professionalism and discretion.

Care for hardware lifecycle management, including laptop procurement, deployment, inventory tracking, replacements, repairs, device refreshes, and equipment returns.

Manage employee onboarding and offboarding technology processes, including device setup, system access, application permissions, account coordination, and equipment coordination.

Work with the MSP to coordinate laptop imaging, Windows OS image validation, required application setup, device testing, and deployment readiness.

Care for SaaS applications, Microsoft 365 access, user permissions, and technology service requests with internal teams and external providers.

Aid in IT projects, including system implementations, hardware refreshes, security initiatives, process improvements, and office technology upgrades.

Support conference room technology, office technology needs, and local technology initiatives.

Maintain IT documentation, asset records, vendor information, onboarding/offboarding checklists, recurring issue logs, and support procedures.

Identify opportunities to improve technology processes, user experience, ticketing discipline, documentation, and operational efficiency.

Support IT planning activities by maintaining accurate asset, vendor, and support information.

Perform additional IT-related projects and responsibilities as needed.

Skills & Experience

• Undergraduate degree from an accredited institution preferred, but not required.
• 3+ years of experience in IT support, desktop support, systems coordination, IT operations, or a related technology role.
• Experience supporting end users and executives in a professional environment.
• Strong understanding of Microsoft 365, Windows environments, Teams, Outlook, OneDrive, SharePoint, MFA, mobile devices, and common business applications.
• Experience managing or coordinating with Managed Service Providers, vendors, or outsourced technology partners preferred.
• Experience with ticketing systems, IT service management processes, asset tracking, and technology documentation.
• Ability to provide hands-on support while also reinforcing proper ticketing and escalation processes.
• Strong organizational skills with the ability to manage multiple priorities, track open items, and drive projects through completion.
• Excellent communication skills with the ability to work effectively with employees, executives, vendors, and technical teams.
• Strong problem-solving skills and the ability to determine when issues require escalation.
• Self-motivated with a strong sense of ownership, follow-through, and accountability.
• Comfortable working in a fast-paced, hands-on environment with evolving priorities.
• High level of integrity and discretion when handling confidential information, executive support matters, user access, and company systems.
• Interest in growing into broader IT management, operations, service delivery, vendor management, and technology leadership responsibilities.