Service Desk Analyst I

Overview

Associa is seeking a highly motivated and customer-focused Level 1 Service Desk Analyst to join our IT team. This role is the primary point of contact for end-users, ensuring the smooth operation of IT infrastructure. Onsite presence is required five days a week in Richardson, Texas, with shift variations.

Responsibilities

• Provide timely and effective technical support to end-users via phone, email, and remote tools.
• Diagnose and resolve a wide range of IT issues, including hardware, software, network connectivity, and user account problems.
• Log and track incident tickets in the ticketing system.
• Maintain and update the knowledge base to improve troubleshooting efficiency.
• Escalate complex issues to higher-level support teams when necessary.
• Adhere to service level agreements (SLAs) and meet performance metrics.
• Participate in team meetings, training sessions, and process improvement initiatives to enhance service delivery and personal technical skills.
• Perform any additional tasks assigned by leadership.

Qualifications

Competencies

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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