Service Desk Analyst

This range is provided by Compunnel Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$20.00/hr - $21.00/hr

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Job Description:

We are seeking a proactive and customer-focused Service Desk Analyst to provide first and second-level IT support in a fast-paced, multi-channel, 24x7 environment. This role is essential to IT operations and requires a dependable individual who can resolve user issues related to computer hardware, software, applications, and network systems while ensuring excellent service delivery.

• Serve as the primary point of contact for all IT-related inquiries via phone, email, chat, walk‑ins, and online forms.
• Diagnose and troubleshoot issues related to desktops, laptops, mobile devices, software applications, and basic network connectivity.
• Document, triage, and resolve incidents or service requests in accordance with IT service standards.
• Escalate unresolved issues to higher-level IT teams with complete notes and analysis.
• Receive and process hardware for advanced troubleshooting when required.
• Monitor network systems and communicate outages or performance issues.

• Provide clear, timely communication to users regarding issue status and resolution steps.
• Deliver exceptional customer service while maintaining professionalism in high‑pressure environments.
• Advocate for the user by ensuring accurate documentation and follow‑through until resolution.

• Maintain detailed records of incidents, service requests, troubleshooting steps, and recurring issues.
• Create and update knowledge base articles for internal and external use.
• Assist in enforcing corporate IT standards, policies, and procedures.
• Able to work extended or unscheduled hours with short notice.
• Must remain at a workstation for long periods to process support requests.
• Travel to different CPS Energy locations as needed for training or business needs.

• High school diploma or GED.
• Experience in IT Support, Service Desk, Network Operations, Engineering, or related technical area.
• Customer service experience in a support environment.
• Familiarity with Windows OS, mobile device platforms, desktop/laptop hardware, and common business applications.
• Ability to install software and resolve common application issues.
• Valid Class C Texas Driver’s License.
• Reliable transportation to support multiple work locations.
• Ability to obtain IT certifications such as CompTIA A+ or Network+.
• Flexibility to work nights, weekends, holidays, and emergency shifts.
• Technical troubleshooting
• Problem‑solving & root‑cause analysis
• Team collaboration

• Ability to sit, stand, walk, stoop, kneel, or crouch as needed.
• Must be able to lift or move up to 20 lbs.
• Manual dexterity for handling computer equipment.

• Entry level

• Contract

• Analyst
• IT Services and IT Consulting and Utilities

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