Help Desk Analyst

Buchanan Technologies is seeking a Help Desk Analyst to join its Dallas onsite team on a contract basis. The role focuses on delivering end-user IT support, monitoring escalated help desk tasks and events, and keeping standard operating procedures current. This position offers a competitive hourly rate and an opportunity to contribute to critical IT operations in a fast-paced environment.

Responsibilities

• Monitor and manage escalated routine administration tasks and Help Desk events.
• Provide end-user support across a range of issues.
• Install, configure, and troubleshoot PCs, laptops, and peripherals.
• Resolve escalated problems in line with IT Help Desk standards and guidelines.
• Serve as second-level support and lead technician for non-routine and major events and incidents.
• Identify, research, and resolve complex technical issues.
• Respond to telephone and email requests related to IT Help Desk operations.
• Maintain and update Standard Operating Procedures (SOPs) for the IT Help Desk and create new SOPs as needed.
• Train and coordinate with other IT staff as required.
• Demonstrate competency in performing all IT Help Desk functions.
• Safeguard physical access to Exchange-restricted data, processes, and services.

Requirements

• 3+ years of experience providing end-user technical support in an enterprise IT environment.
• Strong knowledge of Windows 10 and Windows 11 operating systems.
• Experience with PC refresh and lifecycle management projects, including hardware deployment and imaging.
• Familiarity with SCCM, Intune, Active Directory, and remote desktop support platforms.
• Ability to diagnose and resolve complex hardware and software issues independently.
• Excellent communication and customer service skills, with the ability to explain technical issues to non-technical users.
• Ability to follow documented procedures and create/update technical documentation.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• CompTIA A+, Microsoft certifications (MD-100/MD-101), or equivalent experience preferred.
• Must be able to lift and move equipment up to 50 lbs.
• Availability for occasional after-hours or weekend work as required.

Technologies

• Windows 10
• Windows 11
• SCCM
• Intune
• Active Directory
• Remote Desktop

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Job Details

• Job Type: Contract
• Location: Dallas, TX (onsite) — In person
• Work Location: In person
• Ability to commute: Dallas, TX 75236 (Required)
• Pay: USD 24.00 - 25.00 per hour
• Expected Hours: 40 per week
• Experience: Help desk: 3 years (Required)