Analyst Service Desk

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!

11

Final date to receive applications:
January 16th, 2026 at 11:59pm.

A Service Desk Analyst is an information technology (IT) professional providing tier 2 (intermediate level) support. Analysts are responsible for capturing user-reported incidents and/or service requests through a ticketing system utilizing multi‑factor methods of communication channels such as Phone Calls, Service Desk Portals, Emails, and Walk‑Ins. The service desk analyst works closely with other IT support teams, are the liaisons for the customer, and help on tasks that may be outside of their knowledge or expertise.

The service desk owns Major Incidents and is responsible for communication with senior leadership teams through reports, and verbal or written communications.
EIT Service Desk provides IT support for all of CPS Energy 24x7x365 and are considered essential personnel and must respond to their job responsibilities regardless of weather, disaster, etc. They must be extremely flexible with their working hours and assigned tasks and job duties.

• General knowledge of utilizing a ticketing system to capture end‑user incidents or requests.
• Categorizing and prioritizing the tickets depending on the impact and urgency
• Utilizing a knowledge base system to resolve reported Incidents on first call resolution or provide guidance/assistance.
• Ability to follow documented step‑by‑step instructions or procedures within the knowledgebase.
• Documenting troubleshooting steps in the ticketing tool.
• General understanding of the tools utilized by the Service Desk Analyst (Active Directory, Citrix Director, Exchange Admin Center, RSA Console, etc.)
• Basic analytical skills to analyze email and/or portal requests.
• Technical ability to diagnose and resolve common hardware/software issues.
• Ability to learn new technologies including cloud‑based subscription applications.
• Active Directory and Azure Active Directory knowledge.
• Exchange Online Admin Center knowledge on how to create shared mailboxes and distribution lists and provide access.
• Configuring end‑users with Microsoft Multifactor Authentication.
• Ability to assist end‑users with password safe applications.
• Ability to maintain confidentiality on end‑user account information statuses.
• Create knowledge articles that can aid the Service Desk team on issues not published in the Knowledgebase.
• Be an advocate for the customer to ensure a satisfactory resolution to their request or issue.
• Keeping end‑users updated on their tickets and providing the next steps to resolve their incident or service request.
• Provide service excellence to customers while following the guidelines of the organization.
• Assist in enforcement of corporate standards for use of PC, software, and IT applications.
• Ability to work unscheduled time, shift work, and weekends, sometimes under pressure situations.
• Serves as the link between multiple support areas to coordinate problem and/or incident resolution.
• Ability to prepare and host for the various leadership and employee Service Desk Meeting.

Experience in Customer Service‑related telephony systems

Empathy and Emotional Intelligence

Written and verbal communication skills

Intermediate Troubleshooting skills

Intermediate Problem‑solving skills

Ability to provide on‑call after‑hours support on a rotational basis

General knowledge of Microsoft Office products and various enterprise applications

Manage sensitive and/or confidential information

Ability to perform under pressure.

Valid Class C Texas Driver’s License.

• Bachelor’s Degree in Information Technology.
• Mid-level experience in Information Technology, Business, Engineering, Network Operations,…