Service Desk and Support Analyst

Position Title: Service Desk and Support Analyst; Location: Midland TX; FLSA Class: Exempt; Responsible to: Endpoint Services Manager

About the role

VoltaGrid is seeking a Service Desk and Support Analyst to provide remote and desk-side Level 1 and Level 2 IT support for employees across the organization. As part of the End User Services team, this position serves as a central point of contact for IT incidents and service requests, providing timely troubleshooting, resolution, and coordination with internal support teams and third-party providers. This role supports desktop hardware, software, user access, and IT assets while ensuring effective communication and adherence to established policies, procedures, and service standards.

Responsibilities

• Record, track, and manage IT incidents and service requests received by phone, email, or electronic submission through the helpdesk system.
• Diagnose, investigate, and resolve desktop hardware, software, and application issues to support business continuity.
• Classify and prioritize incidents and requests based on business impact and established service standards.
• Coordinate resolution of issues involving local and wide area networks, back-office systems, voice services, and applications with appropriate support teams or third-party providers.
• Communicate progress and status updates to users throughout the incident and service request lifecycle, confirming resolution before closing tickets.
• Maintain accurate IT asset records, including equipment assignments, inventory, and hardware changes.
• Provision, modify, and remove user accounts and access to corporate systems, including Active Directory, network folders, and the Microsoft 365 environment, in accordance with approved requests and established procedures.
• Perform root cause analysis of recurring issues and recommend solutions to prevent future occurrences.
• Build, configure, test, and deploy desktop computers, laptops, operating systems, and business applications.
• Deploy approved software packages using established distribution tools and processes.
• Replace faulty hardware components and perform equipment upgrades as needed.
• Support printers, mobile devices, and other peripherals, including troubleshooting connectivity and printing issues.
• Assist Level 3 support teams with troubleshooting and maintenance of network equipment and servers.
• Maintain computer systems and recommend upgrades to improve performance and reliability.
• Support project teams with new technology implementations and other IT initiatives.
• Provide support for emergency outages during evenings and weekends as needed.

Qualifications

• Minimum of five years of experience in desktop support, systems administration, or an IT support analyst role.
• Demonstrated experience in systems administration, system design and planning, office IT planning, remote administration of desktops, laptops, or servers, and/or support for a distributed workforce.
• Proven technical support experience in a customer-facing environment.
• Experience supporting desktop and server operating systems and antivirus software.
• Working knowledge of Microsoft 365 and Microsoft Office applications.
• Ability to configure, support, and troubleshoot computer hardware, software, mobile devices, and peripherals.
• Experience using diagnostic tools and structured troubleshooting methods to identify and resolve technical issues.
• Strong analytical and problem-solving skills, including the ability to investigate complex issues and identify practical solutions.
• Ability to explain technical information clearly to nontechnical users.
• Excellent customer service, verbal communication, and written communication skills, including strong telephone support skills.
• Strong interpersonal skills, with an emphasis on listening, asking effective questions, and understanding user needs.
• Ability to organize and prioritize multiple tasks, manage competing demands, and meet deadlines in a fast-paced environment.
• Ability to work independently and collaboratively, accept direction from multiple stakeholders, and complete assignments with attention to detail.
• Ability to learn new technologies quickly and retain technical information.
• Flexible approach and willingness to assist with tasks outside normal responsibilities as business needs require.
• Understanding of how IT services affect business operations.
• Availability to support emergency outages during evenings and weekends as needed.