Analyst Service Desk 1 provides remote first- and second-level IT support for the organization's employees, resolving hardware and software issues across a 24/7/365 multi-channel environment. The role serves as the primary point of contact for all IT-related needs, ensuring timely resolution and maintaining detailed incident records. Analysts must be flexible, work unscheduled hours, and support the organization's mission to deliver reliable IT services. Key Responsibilities: • Handle incoming queries and requests from end users via email, phone, chat, self-service, and walk-ins. • Document detailed notes on user problems, determine resolution steps, and manage request flow. • Escalate unresolved issues to higher-level support teams and provide diagnostic information. • Receive user hardware for analysis when complex cases arise. • Maintain and update incident records to support troubleshooting and trend analysis. • Serve as the single point of contact for all IT-related needs. • Process service requests and triage incidents through the organization's ticketing system. • Monitor network and system status to identify potential issues. • Diagnose and resolve common hardware, software, and application problems on desktops, laptops, and mobile devices. • Install software and assist end-users with new technologies and training. • Document procedures for internal and external knowledge bases. • Advocate for customers, keep them informed, and deliver service excellence while following corporate guidelines. Qualifications: • High school diploma or GED. • Experience in Information Technology, Business, Engineering, Network Operations, or related area. • Experience in Customer Service related area. • Ability to obtain other IT standard certifications, e.g., A+, Network+. • Valid Class C Texas Driver's License.