Service Desk Analyst - (Hybrid in Dallas, TX)

General Summary

Velocity, A Managed Solutions Company, is seeking a highly skilled and customer-focused Service Desk Analyst I to join our MSP Service Desk team. This role is responsible for providing Tier 1 technical support to Velocity clients and end users, troubleshooting workstation, software, hardware, and connectivity issues while ensuring requests are handled in a timely, professional, and service-oriented manner. The Service Desk Analyst I plays an important role in maintaining a positive client experience by actively monitoring ticket queues, documenting issues, providing clear status updates, and escalating requests when appropriate. This role is ideal for a motivated technical professional who enjoys solving problems, communicating with clients, and working in a fast-paced managed services environment. This position is primarily work from home but requires an on-site presence at client environment(s) on an as-needed basis.

Principal Duties and Responsibilities

• Provide Tier 1 Help Desk support and troubleshooting for client end users across desktops, laptops, hardware, software, peripherals, and common business applications
• Monitor Velocity’s ticketing system for inbound client requests, ensuring tickets are prioritized, documented, updated, and resolved in a timely manner
• Remediate workstation, operating system, software, connectivity, and managed services issues within the scope of Tier 1 support
• Provide timely and professional status updates to clients throughout the lifecycle of open service requests
• Escalate issues to appropriate internal teams or vendors when additional technical support is required, and assist with resolution as needed
• Create and maintain accurate tickets for detected issues, recurring problems, or items identified as outside expected standards
• Support proactive remediation of issues discovered through Velocity’s managed services tools, monitoring platforms, or service processes
• Follow established troubleshooting procedures, documentation standards, security practices, and service delivery best practices

Qualifications, Knowledge & Skills

• Prior experience in IT support, help desk, desktop support, managed services, or a similar technical support role preferred
• Strong knowledge of Windows desktop operating systems, PC hardware, peripherals, and Microsoft patching processes
• Working knowledge of basic networking concepts, including DHCP, DNS, NAT, subnets, and connectivity troubleshooting
• Strong customer service orientation with the ability to communicate clearly and professionally with clients, vendors, and internal teams
• Strong troubleshooting, problem-solving, documentation, and follow-through skills
• Able to manage time effectively, prioritize tasks, and work across multiple tickets or issues simultaneously
• Detail-oriented, organized, adaptable, and able to work well under pressure
• Motivated self-starter with a willingness to learn, grow, and contribute to a team-oriented environment

Experience and Education

• Bachelor’s degree in technology or equivalent technical experience (3-5 years)
• Preferred – experience supporting hospitality and / or healthcare environments

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals. As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

About Velocity

Velocity, MSC Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.

Our Benefits

• Medical, Dental, Vision
• PTO & Paid Holidays
• Paid Parental Leave
• Paid Sick Time
• 401K – with Employer Match
• Company provided Life Insurance, Short/Long-Term Disability
• Supplemental Benefits Available