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Service Desk Analyst

Service Desk Analyst

OptomiGrapevine, TX, US
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Base pay range

Base pay range

$30.00 / hr - $40.00 / hr

Job Type : Full-Time | Location : On-Site (Grapevine, TX)

Optomi, in partnership with one of our premier clients, is seeking a Service Desk Analyst (Level 2-3) to provide hands-on technical support in a Windows-based environment. This role goes beyond traditional help desk duties and requires a well-rounded IT professional who can handle troubleshooting, system configuration, and asset management while delivering an excellent customer experience. You'll act as a "Swiss army knife" within the IT team—supporting daily operations, working directly with end users, and ensuring reliable IT service delivery across the organization.

What the Right Candidate will Enjoy

  • Be part of a small, agile team where your work directly supports major business growth!
  • Exposure to enterprise-level IT operations, security collaboration, and escalation workflows!
  • Autonomy to take on challenges, suggest improvements, and grow into higher-level support or engineering roles!

Experience of the Right Candidate

  • 3-5 years of hands-on IT support experience in a Windows environment (L2 / L3 troubleshooting level).
  • Strong experience with PC building, imaging, patching, licensing, and deployment.
  • Familiarity with ticketing systems; experience with FreshService, ServiceNow, or Jira is a plus.
  • Strong customer-facing skills—able to work directly with end users in a professional, approachable manner.
  • Experience supporting Microsoft 365 and related collaboration tools.
  • Knowledge of IT security best practices and willingness to work alongside security teams.
  • Ability to thrive in a small, dynamic team—comfortable taking ownership beyond defined job scope.

    • Responsibilities of the Right Candidate

  • Provide L2 technical support for Windows-based environments, including troubleshooting hardware, software, and network-related issues.
  • Configure, image, patch, and license PCs and laptops for deployment across the organization.
  • Manage end-user devices and ensure smooth onboarding and asset lifecycle management (procurement, configuration, shipping, support).
  • Work tickets in the FreshService platform, escalating when necessary while ensuring issues are resolved quickly and effectively.
  • Collaborate with the Systems Engineer and occasionally with security teams to implement IT best practices.
  • Support Microsoft 365 applications, Teams, and collaboration tools.
  • Participate in process improvements and bring forward ideas to strengthen service delivery.

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • IT Services and IT Consulting

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