> Markdown version of [/jobs/ext/1439781-first-level-analyst](https://www.wearedevelopers.com/jobs/ext/1439781-first-level-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# First Level Analyst

- **Company:** Hays Specialist Recruitment LLC
- **Location:** Dallas, TX, United States
- **Salary:** $49,920.0 - $53,082.0
- **Contract:** Permanent contract
- **Skills:** Cloud Storage, Issue Tracking Systems, Microsoft Office, Microsoft Operating Systems, Remote Access Technology, Servicenow
- **Published:** July 25, 2026
- **Apply:** https://www.hays.com/job-detail/first-level-analyst--dallas_1185449

## About the Role

Applicants must be legally authorized to work in the United States. Sponsorship not available., * Applicants must possess a high school diploma, a General Educational Development (GED) certificate, or an equivalent credential

 * Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.
 * Legally eligible to work in the United States. If required, US citizenship or lawful permanent residency.
 * Acquire or hold relevant certifications required by company and/or customer.
 * Technical aptitude and desire
 * Intrinsically motivated to learn and succeed
 * Customer centric mindset
 * Communication skills (written, typed, and verbal)
 * Detailed analytical thinker
 * Adheres to processes but remains adaptable
 * Possesses a strong sense of urgency
 * Prioritizes team success over personal achievements
 * Familiarity with modern operating systems (mobile, desktop, and virtual), applications, cloud storage, and hardware usage.

## Description

The First Level Analyst will provide technical support for our contact center systems that underpin the Global Service Desk business to handling technical activities performed through Application and Infrastructure Incident, Problem, Request, Change and project tasks. Be hands-on working within proactive maintenance activities including daily checks across all systems. The team is responsible for maintaining and developing the contact center systems that underpin the Digital Experience Centers.

 * Engage with technical and non-technical customers through multiple communication channels including phone, email, chat, and applicable ticketing system.
 * Perform remote installations, upgrades, repairs using phone, chat, and remote access methods.
 * Achieve performance targets established by leadership for applicable Key Performance Indicators
 * Improve Service Desk methods, skills, and processes to ensure consistent, high-quality product and service delivery that meets company goals and client needs.
 * Consistently support efforts to improve, simplify, automate, and enhance daily service delivery and client experience
 * Triage and manage incidents, requests, problems, vendor engagements, preventative maintenance, etc.; making decisions and escalating when required.
 * Create, update, and follow processes, procedures, and documentation, including technical guides and troubleshooting information.
 * Log and document all work in applicable ticketing system, maintaining detailed records regarding incident, request and problem management (if necessary).
 * Prioritize and perform specialized resolutions with escalated and/or high visibility incidents.
 * Provide "White Glove" service to our customers.
 * Perform other duties as assigned by management.
 * Embrace and support mission and Winning Together Values with any partner or leader.


## Related Videos

- [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops)
- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Startup Presentation: StorX - Future of Cloud Storage](https://www.wearedevelopers.com/videos/1176-startup-presentation-storx-future-of-cloud-storage)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)
- [Security Challenges of Breaking A Monolith](https://www.wearedevelopers.com/videos/362-security-challenges-of-breaking-a-monolith)
- [Hacking MSSQL on Cloud. All of them. How I became sysadmin on Azure, AWS, GCP and Alibaba.](https://www.wearedevelopers.com/videos/100339-hacking-mssql-on-cloud-all-of-them-how-i-became-sysadmin-on-azure-aws-gcp-and-alibaba)

## Related Articles

- [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)
- [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)
- [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)
- [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)
- [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)
- [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)