First Level IT Analyst

As a First Level IT Analyst, you will be the primary technical support for our contact-center systems supporting the Global Service Desk and Digital Experience Centers. Your role includes proactively maintaining systems, executing incident and change-management tasks, and advancing contact-center technologies., · Deliver top-tier technical support for PCs, laptops, printers, mobile devices, and specialized applications.

· Support users via phone, email, chat, and web forms, following company communication protocols.

· Troubleshoot and resolve issues related to Windows OS, Office 365, Citrix XenApp/XenDesktop, and VPN connectivity.

· Create, update, and maintain Active Directory user accounts, credentials, and access rights.

· Apply diagnostic techniques and issue isolation methods to resolve or escalate technical problems in line with SOPs.

· Maintain detailed documentation of all support interactions, steps taken, and case progress in the ticketing system.

· Provide regular updates to users and management on ticket status and resolution timelines.

· Mentor and assist new team members with onboarding and best practices to ensure team efficiency.

· Collaborate effectively with other support staff and escalate complex issues to the appropriate teams as needed.

· 2+ years of experience in a Service Desk or Help Desk role supporting end-users remotely.

· Strong knowledge of troubleshooting Windows OS, VPN, O365, Citrix, and peripheral devices.

· Experience with Active Directory user management and permissions.

· Familiarity with ITSM tools and ticketing systems.

· Excellent communication, customer service, and problem-solving skills.

· Ability to work independently and collaboratively in a team environment.

Preferred:

· Experience supporting government or specialized industry applications.

· Certifications such as CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundation.

4.54.5 out of 5 stars Plano, TX 75093 $23 an hour - Contract, 6 month contract / extensions and perm conversion are possible but not guaranteed

– Onsite in Plano, TX 75093.

– Drug, Background, and Fingerprinting checks required.

Pay Rate = $23 w2 per hour, We don’t just connect people with jobs, we connect top IT talent with game-changing opportunities at some of the biggest names in tech, finance, healthcare, and more. Our team is passionate about helping you land the role that propels your career forward.

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Be You. With Us. Merge IT is an equal opportunity employer. We value diversity in all forms and are committed to creating a workplace where everyone can thrive. All employment is subject to verification of eligibility to work in the U.S. per federal law.

Your next opportunity starts here. Let’s make it happen.

Pay: $23.00 per hour