Lead Service Desk Analyst (On-Site)

Lead Service Desk Analyst

We are seeking a highly skilled and self-driven Lead Service Desk Analyst to join a growing IT support and managed services environment. This role serves as the primary on-site technical resource responsible for managing incoming support requests, prioritizing technical issues, and ensuring timely resolution for end users. The ideal candidate is a motivated technical professional who thrives in fast-paced environments, enjoys solving complex technical problems, and can operate independently while maintaining a high level of customer service and professionalism. This is a full-time on-site position based in Dallas, TX. Travel to additional client sites may be required on an as-needed basis.

Principal Duties & Responsibilities:

• Provide advanced troubleshooting for escalated desktop, application, hardware, and connectivity issues
• Serve as the primary on-site point of contact for technical support needs
• Self-manage and prioritize incoming support requests based on urgency and business impact
• Monitor ticket queues to ensure issues are addressed and resolved within established timelines
• Maintain accurate documentation and updates throughout the ticket lifecycle
• Deliver professional and timely communication to end users and internal support teams
• Identify recurring technical issues and assist with root-cause resolution efforts
• Support user account management, workstation deployments, device setup, and access configuration
• Collaborate with internal technical teams for escalations and advanced issue resolution
• Maintain awareness of overall end-user experience and escalate productivity-impacting concerns when necessary
• Follow established troubleshooting procedures, documentation standards, and security protocols

Required Knowledge, Skills & Abilities:

• 3–5+ years of experience in IT support, desktop support, help desk, service desk, or managed services environments
• Strong knowledge of Windows operating systems, desktop hardware, and peripherals
• Understanding of networking fundamentals including DNS, DHCP, and connectivity troubleshooting
• Ability to troubleshoot independently and resolve escalated technical issues
• Strong customer service and communication skills with both technical and non-technical users
• Excellent organizational, documentation, and follow-through abilities
• Experience working with ticketing systems and support workflows
• Ability to prioritize tasks and manage multiple support requests simultaneously
• Self-motivated with a strong sense of ownership and accountability

Preferred Qualifications:

• Experience supporting enterprise or multi-site environments
• Familiarity with Microsoft 365, Active Directory, and endpoint management tools
• Exposure to managed services or field support environments
• Technical certifications are a plus (CompTIA, Microsoft, ITIL, etc.)

Benefits:

• Competitive compensation
• Medical, Dental, and Vision insurance
• Paid Time Off and Paid Holidays
• 401(k) with employer match
• Career advancement opportunities
• Ongoing technical training and professional development