IT Help Desk Analyst

Department:  Information Technology

Date Posted: 10/17/2024

Dallas Market Center is seeking an IT Help Desk Support Analyst to join our team! This is a dynamic role that combines Tier 1 and Tier 2 responsibilities. This position is essential for providing technical support and troubleshooting assistance to our staff. The ideal candidate will possess strong problem-solving abilities, excellent customer service skills, and a solid understanding of various IT systems including desktops, laptops, mobile devices, and network equipment. This is an in-office position.

Key Responsibilities:

  • First-Level Support: Provide first-level contact and efficient resolution for IT issues, ensuring a high level of customer satisfaction.
  • Advanced Troubleshooting: Handle escalated issues from Tier 1, including complex problems with hardware, software, servers, and networks.
  • System Installation and Configuration: Install, configure, and troubleshoot desktop PCs, laptops, mobile devices, and various IT systems and applications.
  • Network Support: Assist with the deployment, maintenance, and support of network infrastructure including switches, routers, and cabling.
  • Inventory Management: Maintain and manage hardware and software inventory to ensure resource availability.
  • Documentation: Create and maintain documentation for IT systems, policies, and procedures.
  • Collaboration: Work closely with other IT team members to support network maintenance, upgrades, and other IT projects.
  • Customer Support: Deliver in-person, telephone, and online support to end-users.

Requirements:

  • Education: High School diploma or equivalent required. Bachelor’s Degree in Information Technology or related field, or equivalent experience preferred.
  • Experience:
    • Tier 1: 1-2 years of experience in IT support.
    • Tier 2: 3-5 years of experience in an end-user desktop support role.
  • Technical Skills:
    • Proficiency with Windows operating systems, Microsoft Office applications, and Office 365.
    • Strong knowledge of PC hardware/software, networking devices, and various IT systems.
    • Experience with iOS, Android devices, and VoIP phone systems.
    • Knowledge of Microsoft Server and Active Directory is a plus.
  • Soft Skills:
    • Excellent problem-solving, communication, and customer service skills.
    • Ability to work independently and collaboratively in a team environment.
    • Strong organizational and time management skills.

Competencies:

  • Customer Focus: Maintain a customer-focused mindset, ensuring users' needs are met promptly and effectively.
  • Problem Solving: Recognize and define problems, identify alternative solutions, and implement plans to resolve issues.
  • Dependability: Be consistently reliable and punctual, managing competing demands and adapting to frequent changes or unexpected events.
  • Technical Proficiency: Demonstrate technical proficiency and an understanding of how systems and technologies interrelate and impact the organization.

Physical Requirements:

  • Ability to sit in an office environment for most of each day.
  • Ability to stand/walk for extended periods during market events.
  • Ability to lift 40 lbs.

To Apply


Apply Direct

Send resume to:

jobs@dallasmarketcenter.com

Or mail to:

Dallas Market Center
Human Resources
2100 Stemmons Freeway
Dallas, TX 75207