Analyst Service Desk 1

Kforce is seeking a Service Desk Analyst in San Antonio, TX, to assist users with IT-related issues across multiple channels. Responsibilities include responding to inquiries, troubleshooting hardware/software, documenting incidents, escalating unresolved problems, and maintaining detailed records. The role requires strong technical and communication skills, with a focus on customer advocacy and timely resolution. Collaboration with other IT teams is essential to address complex issues.

Must Have

• Serve as the first point of contact for all IT-related needs in a multi-channel environment (phone, email, chat, self-service, walk-ins)
• Respond to user inquiries and troubleshoot issues with hardware, software, and applications
• Document, triage, and record all incidents and service requests accurately
• Escalate unresolved issues to higher-level support teams, providing detailed notes and steps taken
• Maintain detailed records of user issues to assist with diagnosis, recurring problem identification, and future prevention
• Monitor network systems and perform basic technical diagnostics
• Install and configure software; Resolve common application and device issues
• Assist with training end-users and updating internal/external knowledge bases
• Advocate for the customer to ensure timely and satisfactory resolution
• Communicate status updates to users throughout the resolution process
• Enforce organizational standards for IT systems and applications
• Work flexible schedules, including nights, weekends, and on-call shifts as needed
• Coordinate with multiple support areas to resolve complex incidents
• High School diploma or GED
• Experience in IT support, customer service, or related fields
• Strong technical troubleshooting skills for hardware, software, and mobile devices
• Excellent communication, problem-solving, and time management skills
• Ability to work collaboratively in a team environment
• Reliable transportation for potential travel between locations

Good to Have

• Additional IT certifications (e.g., A+, Network+) preferred

Perks & Benefits

• Medical/dental/vision insurance
• HSA
• FSA
• 401(k)
• Life, disability & ADD insurance to eligible employees
• Paid time off for salaried personnel
• Paid sick leave for hourly employees on a Service Contract Act project

Description

Kforce is hiring a Service Desk Analyst in the San Antonio market for one of our Enterprise Clients. Summary: As a Service Desk Analyst, you are an information technology (IT) professional responsible for assisting users in resolving issues related to computer hardware, software, and applications. They respond to user inquiries, diagnose problems, and provide solutions. This role often involves collaboration with other IT teams to address issues beyond the analyst's scope of expertise. Key Responsibilities:

• Serve as the first point of contact for all IT-related needs in a multi-channel environment (phone, email, chat, self-service, walk-ins)
• Respond to user inquiries and troubleshoot issues with hardware, software, and applications
• Document, triage, and record all incidents and service requests accurately
• Escalate unresolved issues to higher-level support teams, providing detailed notes and steps taken
• Maintain detailed records of user issues to assist with diagnosis, recurring problem identification, and future prevention
• Monitor network systems and perform basic technical diagnostics
• Install and configure software; Resolve common application and device issues
• Assist with training end-users and updating internal/external knowledge bases
• Advocate for the customer to ensure timely and satisfactory resolution
• Communicate status updates to users throughout the resolution process
• Enforce organizational standards for IT systems and applications
• Work flexible schedules, including nights, weekends, and on-call shifts as needed
• Coordinate with multiple support areas to resolve complex incidents

Work Environment:

• Standard office setting with occasional high-pressure situations
• Ability to remain at a workstation for extended periods
• Occasional travel for training or business-related activities
• Use of personal computing equipment and other standard office technology

Requirements

• High School diploma or GED required; Additional IT certifications (e.g., A+, Network+) preferred
• Experience in IT support, customer service, or related fields
• Strong technical troubleshooting skills for hardware, software, and mobile devices
• Excellent communication, problem-solving, and time management skills
• Ability to work collaboratively in a team environment
• Reliable transportation for potential travel between locations

Physical Requirements:

• Manual dexterity and ability to sit or stand for extended periods
• Ability to perform tasks requiring stooping, kneeling, or crawling when necessary

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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