What are the responsibilities and job description for the Service Desk Analyst (Tier I / Tier II) position at Ledgent Technology?
Title: Service Desk Analyst (Tier I / Tier II)
Duration: Contract - potential to go full time
Location: Onsite - The Woodlands, TX
Pay Rate: Up to $28/hour
We are seeking a Service Desk Analyst to provide Tier I and Tier II technical support in a fast‑paced IT environment. This role serves as the primary point of contact for end users, helping resolve technical issues, maintaining system functionality, and delivering a high level of customer service. The position includes hardware and software troubleshooting and close collaboration with internal IT teams to ensure timely solutions.
Responsibilities
Act as the first point of contact for IT support requests received by phone, email, or ticketing system.
Troubleshoot and resolve issues involving desktops, laptops, printers, applications, and network access.
Provide Tier I and Tier II support and escalate complex issues when necessary.
Log, track, and document all incidents and service requests to ensure timely resolution.
Assist with user account provisioning, password resets, and access management.
Support hardware setup, imaging, deployment, and break/fix tasks.
Perform basic network and connectivity troubleshooting.
Maintain and update knowledge base documentation.
Collaborate with IT teams to resolve incidents and improve service delivery.
Skills
Experience providing Tier I and Tier II IT support in a service desk or helpdesk environment.
Strong troubleshooting skills across Windows operating systems, hardware, and common business applications.
Familiarity with Active Directory, ticketing systems, and basic networking concepts.
Ability to diagnose and resolve technical issues or escalate appropriately.
Strong communication and customer service skills.
Ability to document issues clearly and maintain accurate records.
Experience with hardware deployment, imaging, and end‑user support.
About the Company
This organization is a global IT services provider delivering enterprise technology solutions across cloud, data, security, and infrastructure. The company supports large‑scale business environments and digital transformation initiatives.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
Salary : $22 - $28