Service Desk Analyst

Tier 1 Service Desk Analyst

Kronia® is looking for a Tier 1 Service Desk Analyst to join a growing IT operations team responsible for delivering high-quality technical support across modern enterprise environments.

The ideal candidate will provide first-line technical support, assisting end users with hardware, software, and access-related requests while supporting device, application, and user lifecycle administration across Google Workspace, Jamf, Intune, macOS, and Windows environments. This role requires a proactive, customer-focused professional who enjoys troubleshooting technical issues, delivering excellent customer service, and collaborating with cross-functional IT teams.

This is a full-time, onsite position based in the Dallas/Fort Worth, TX area. The selected candidate will alternate between two office locations alongside an existing member of the client's IT team.

You'll be doing:

• Provide Tier 1 technical support for hardware, software, operating systems, and cloud-based services.
• Troubleshoot and resolve end-user issues related to desktops, laptops, peripherals, mobile devices, and applications.
• Configure, deploy, and maintain macOS and Windows devices using Jamf Pro and Microsoft Intune.
• Ensure endpoint compliance with security policies, encryption standards, and mobile device management (MDM) requirements.
• Administer Google Workspace, including user accounts, groups, permissions, and basic security settings.
• Support end-user requests related to Gmail, Google Drive, Docs, Sheets, Calendar, and the Google Admin Console.
• Assist with system maintenance, patch management, OS deployments, and routine IT operations.
• Set up new employees with appropriate hardware, software, and access permissions.
• Execute user offboarding procedures, including access revocation, data backup coordination, and hardware return tracking.
• Escalate complex technical issues to Tier 2 or Tier 3 teams when appropriate.
• Create and maintain internal documentation, knowledge base articles, and standard operating procedures (SOPs).
• Collaborate closely with systems administrators, security teams, and other IT staff to ensure a seamless end-user experience.

The skills you bring:

• Experience in a Tier 1 Service Desk, Help Desk, Desktop Support, or IT Support role.
• Experience administering or supporting Google Workspace.
• Familiarity with Jamf Pro for macOS device management and Microsoft Intune for Windows endpoint management.
• Working knowledge of macOS and Windows 10/11 environments.
• Familiarity with SSO, MDM, identity and access management, and endpoint compliance concepts.
• Basic understanding of networking concepts, VPNs, and troubleshooting methodologies.
• Ability to create and maintain clear technical documentation and SOPs.
• Experience with Zendesk or similar IT service management platforms.
• Exposure to scripting or automation using PowerShell or Bash is a plus.
• Strong communication, customer service, problem-solving, and organizational skills.
• Detail-oriented with the ability to prioritize and manage multiple requests effectively.

Job Type: Full-time

Pay: $25.00 - $45.00 per hour

Benefits:

• Paid time off

Work Location: In person