Technical Support Analyst

Technical Support Analyst role providing on-site help desk technical support coverage in Irving, TX, including weekend hotline hours and escalation to Level 3 for complex issues.

Responsibilities

• Provide weekend hotline coverage (Wednesday to Sunday, 7:00 AM to 3:30 PM) as the primary point of contact for incoming technical support cases during that window.
• Manage day-to-day case work including password resets, system access allocations, and data conversions.
• Perform advanced troubleshooting and root cause analysis to identify, diagnose, and resolve complex issues across hardware and software platforms and help prevent recurrence.
• Review and analyze logs and large datasets to support accurate issue diagnosis.
• Coordinate with team members virtually via Microsoft Teams and in person to escalate and resolve complex cases.
• Escalate issues beyond first-line scope to Level 3 (L3) support, including specialized service engineers and technical leads, within a multi-tier support model.
• Work within a structured support flow where routine inquiries are handled by frontline agents and complex issues are escalated to L3; supervisors support a customer-centric, collaborative team culture.
• Support leadership oversight including regular call center leader meetings and daily team scrums.
• Perform duties in a full-time on-site position in a professional, business-casual office environment in Irving, TX, with direct in-person access to team resources and systems.

Requirements

• Associate's degree in a technology-related field.
• 5+ years of technical experience in troubleshooting and root cause analysis.
• Working knowledge of SQL.
• Basic scripting or programming ability, including the capability to identify and follow syntax.
• Excellent customer service orientation with clear communication, empathy, and responsiveness to user needs.
• Ability to collaborate in a team environment and maintain professionalism under pressure.
• Strong organizational and time management skills to handle multiple tasks effectively.
• Networking: strong understanding of network protocols, configurations, and troubleshooting techniques.
• Windows Administration: proficiency managing Windows environments, including user accounts, permissions, and system updates.
• Troubleshooting: ability to quickly identify, diagnose, and resolve technical issues across hardware and software platforms.

Technologies

• SQL
• Microsoft Teams
• Windows

Benefits

• 401(k)
• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

Salary

$50,000 - $55,000 per year