Sr. Deskside Support Analyst

About the role

This technology support position requires teamwork, communication, and a passion for working directly with end users. The end user/deskside support technician will work with cross-functional teams at an onsite customer facility in a VIP-heavy environment, which requires a strong emphasis on professionalism, competence, and timely responsiveness. Only local candidates will be considered.

Responsibilities

• Provide direct End-User Computing support for users at all offices and remote sites.
• Deliver outstanding customer support to end users on all information systems used.
• Perform Request, Incident, Change, and Problem Management processes within Service Level expectations (e.g., priority/escalation norms) in Service Management tools.
• Handle Service Desk ticketing, client response, and troubleshooting.
• Maintain a general understanding of corporate structure and business workflow in each department to prioritize tickets, trigger follow-ups, or proactively prevent incidents, especially for VIP users.
• Perform Mobile Device Management and administer Directory Services as assigned.
• Facilitate and maintain an accurate and ready IT Asset Inventory at major offices.
• Support Infrastructure, Application, and Security Maintenance & Projects as required.
• Provide on-call support flexibility.

Requirements

• Minimum 6 years of direct customer IT support experience.
• Ability to adapt to new technology as it is introduced into the environment.
• Proficiency with Windows 11 and troubleshooting hardware/software issues on laptops and desktops.
• Experience with Cisco phones and basic audio/visual systems.
• Basic Active Directory experience.
• Knowledge of networking fundamentals, including security and wireless concepts, routing and switching, TCP/IP and OSI models, IP addressing, WAN technologies, NAT, DHCP, DNS, and VoIP.
• Strong technical, communication, and customer service skills.
• Ability to read, analyze, and interpret business documents, professional journals, technical procedures, or regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to present information and respond to questions from managers, clients, and the public.
• Problem-solving skills for situations with limited standardization.
• Ability to interpret instructions in written, oral, diagram, or schedule form.
• Experience supporting users at the executive level.
• Willingness to take on project responsibilities and mentor junior deskside support associates.
• Ability to travel to remote locations for annual support.
• On-site role in Fort Worth, TX with professional office attire required.
• Ability to provide on-call support outside of business hours if required.
• Ability to lift up to 50 pounds, with frequent lifting/carrying of objects up to 25 pounds, and frequent overhead reaching and bending/crouching.

Qualifications

• High school diploma and/or GED certificate required.
• Some college or a college degree preferred.
• Microsoft Certified Professional (MCP) certification preferred.
• CompTIA A+ Certification preferred.

Benefits

• Competitive pay and performance-based bonuses.
• 401K with company match.
• Health, dental, and vision insurance coverage.
• Paid holidays and paid time off for full-time employees.