Help Desk/Desktop Support Analyst

About the role

We are looking for an experienced Help Desk/Desktop Support Analyst to deliver hands-on technical support for a dynamic organization in Dallas, Texas. This position is best suited for someone who works confidently with minimal oversight, provides dependable end-user assistance, and can manage a broad range of desktop and identity-related issues across Windows and Microsoft 365 environments. The ideal candidate brings strong troubleshooting ability, clear communication skills, and a practical approach to resolving technical problems from initial report through final resolution.

Responsibilities

• Deliver day-to-day support for desktops, laptops, and end users across multiple departments, ensuring timely resolution of technical issues.
• Administer user access by creating, updating, and removing accounts in Active Directory and Microsoft Entra ID, including password assistance and security group changes.
• Provide support for Microsoft 365 tools and multi-factor authentication, helping users with sign-in problems, enrollment steps, and general application use.
• Prepare and deploy Windows-based devices by imaging, configuring, and setting up workstations in a Dell hardware environment.
• Diagnose and resolve problems involving hardware, software, printers, wireless connectivity, network access, and other common workplace technologies.
• Install, configure, and maintain business applications used throughout the organization, ensuring reliable functionality for end users.
• Investigate recurring support issues to identify underlying causes and implement lasting solutions rather than short-term workarounds.
• Maintain accurate service records by documenting troubleshooting activities, updating ticket details, and following incidents through completion.
• Support conference room technology, audio/visual equipment, and peripheral devices to keep meetings and shared spaces fully operational.
• Contribute to the improvement of IT support practices by refining documentation, recommending process enhancements, and strengthening operational procedures.

Requirements

• At least 5 years of hands-on experience in desktop support, help desk support, or a similar IT support role.
• Strong working knowledge of Windows 10 and Windows 11 in an enterprise setting.
• Experience managing user accounts and permissions within Active Directory and Microsoft Entra ID.
• Practical expertise supporting Microsoft 365 applications and resolving common end-user issues.
• Ability to image, configure, and deploy Windows workstations and laptops.
• Familiarity with Dell desktop and laptop systems and related hardware troubleshooting.
• Demonstrated success diagnosing and resolving technical problems independently in a fast-moving, multi-user environment.
• Strong communication, customer service, and documentation skills, with the ability to travel locally when needed and maintain a valid driver's license.

Benefits

• Medical, vision, dental, and life and disability insurance.
• Eligibility to enroll in the company 401(k) plan.
• Access to free online training and professional development resources.