Service Desk and Support Analyst

Position Title: Service Desk and Support Analyst

Location: Midland TX

FLSA Class: Exempt

Responsible to: Endpoint Services Manager

Position Summary: V oltaGrid is seeking a Service Desk and Support Analyst to provide remote and desk-side Level 1 and Level 2 IT support for employees across the organization. As part of the End User Services team, this position serves as a central point of contact for IT incidents and service requests, providing timely troubleshooting, resolution, and coordination with internal support teams and third-party providers.

This role supports desktop hardware, software, user access, and IT assets while ensuring effective communication and adherence to established policies, procedures, and service standards.

Essential Duties And Responsibilities

• Record, track, and manage IT incidents and service requests received by phone, email, or electronic submission through the helpdesk system.
• Diagnose, investigate, and resolve desktop hardware, software, and application issues to support business continuity.
• Classify and prioritize incidents and requests based on business impact and established service standards.
• Coordinate resolution of issues involving local and wide area networks, back-office systems, voice services, and applications with appropriate support teams or third-party providers.
• Communicate progress and status updates to users throughout the incident and service request lifecycle, confirming resolution before closing tickets.
• Maintain accurate IT asset records, including equipment assignments, inventory, and hardware changes.
• Provision, modify, and remove user accounts and access to corporate systems, including Active Directory, network folders, and the Microsoft 365 environment, in accordance with approved requests and established procedures.
• Perform root cause analysis of recurring issues and recommend solutions to prevent future occurrences.
• Build, configure, test, and deploy desktop computers, laptops, operating systems, and business applications.
• Deploy approved software packages using established distribution tools and processes.
• Replace faulty hardware components and perform equipment upgrades as needed.
• Support printers, mobile devices, and other peripherals, including troubleshooting connectivity and printing issues.
• Assist Level 3 support teams with troubleshooting and maintenance of network equipment and servers.
• Maintain computer systems and recommend upgrades to improve performance and reliability.
• Support project teams with new technology implementations and other IT initiatives.
• Provide support for emergency outages during evenings and weekends as needed.

Qualifications

• Minimum of five years of experience in desktop support, systems administration, or an IT support analyst role.
• Demonstrated experience in systems administration, system design and planning, office IT planning, remote administration of desktops, laptops, or servers, and/or support for a distributed workforce.
• Proven technical support experience in a customer-facing environment.
• Experience supporting desktop and server operating systems and antivirus software.
• Working knowledge of Microsoft 365 and Microsoft Office applications.
• Ability to configure, support, and troubleshoot computer hardware, software, mobile devices, and peripherals.
• Experience using diagnostic tools and structured troubleshooting methods to identify and resolve technical issues.
• Strong analytical and problem-solving skills, including the ability to investigate complex issues and identify practical solutions.
• Ability to explain technical information clearly to nontechnical users.
• Excellent customer service, verbal communication, and written communication skills, including strong telephone support skills.
• Strong interpersonal skills, with an emphasis on listening, asking effective questions, and understanding user needs.
• Ability to organize and prioritize multiple tasks, manage competing demands, and meet deadlines in a fast-paced environment.
• Ability to work independently and collaboratively, accept direction from multiple stakeholders, and complete assignments with attention to detail.
• Ability to learn new technologies quickly and retain technical information.
• Flexible approach and willingness to assist with tasks outside normal responsibilities as business needs require.
• Understanding of how IT services affect business operations.
• Availability to support emergency outages during evenings and weekends as needed.

VoltaGrid is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.

Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment. #GC

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.