Solutions Analyst - Tier 1-2 Service Desk Support

Overview

Vaco is seeking motivated individuals to join a Tier 1–2 Service Desk team, providing both project-based and standard technical support duties. This opportunity is designed for candidates looking to launch their IT careers, offering robust training and pathways to career advancement within a large IT environment. The ideal candidate will have prior experience working in Service Desk or Help Desk Operations yet also exhibiting a demonstrated ability in software development, programming, or software engineering.

This role requires onsite presence in Addison, TX, varying from one to four days per week. Candidates must be able to pass a criminal background check and drug screen and must be legally eligible to work in the United States, as our client is unable to sponsor at this time. All qualified, motivated applicants with a foundation in IT or programming are encouraged to apply, regardless of whether you meet every technical requirement.

• Provide Tier 1 and Tier 2 level technical support for application and infrastructure issues, including password resets, access management, and escalated problem resolution.
• Troubleshoot and resolve SFTP protocol, file transfer, and connectivity issues; review and interpret related system logs.
• Use job scheduling and orchestration tools (such as Control-M) to monitor, investigate, and resolve workflow failures or delays.
• Perform diagnostics on UNIX/Linux systems for basic log review and file-level issues.
• Support tasks involving PGP encryption/decryption and file exchange security.
• Conduct preliminary network troubleshooting involving IP allow lists, firewall rules, and port configurations in collaboration with infrastructure teams.
• Interact professionally with end-users and major clients via phone and email, ensuring clear documentation and communication of technical issues and resolutions.
• Utilize ticketing systems (such as Service Now) for issue tracking, escalation, and resolution documentation.
• Participate in an on-call rotation; occasional overtime or after-hours support may be required.

• At least 1-3 years of prior Help Desk or Service Desk Operations experience.
• Knowledge of SFTP protocols and secure file transfer troubleshooting, preferred.
• Experience with job scheduling/orchestration tools (Control-M preferred, or similar).
• Familiarity with reviewing logs and diagnosing connectivity/transfer failures.
• Basic skills in UNIX/Linux systems for log review and troubleshooting.
• Understanding of PGP encryption and file security processes.
• Awareness of basic networking concepts (firewalls, ports, IP allow lists).
• Experience with ticketing systems (e.g., Service Now) is a plus.
• Demonstrated interest in programming, application development, or software engineering, ideally shown via coursework, certifications, projects, etc.
• SQL or Python skills are a bonus.
• Strong written and verbal communication skills; must be comfortable with customer-facing interaction.
• Professionalism, problem-solving aptitude, and attention to detail.
• Ability to learn new technical skills rapidly and apply training to real-world support situations.

Note:

Determining compensation for this role at Vaco/Highspring depends on a wide array of factors. The salary range is noted in this posting where required by local law. The individual may also be eligible for discretionary bonuses and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.