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# First Level IT Analyst

- **Company:** Merge IT
- **Location:** Plano, TX, United States
- **Experience:** Experienced
- **Salary:** $47,840.0
- **Contract:** Temporary contract
- **Skills:** ASP.NET, Microsoft Windows, Active Directory, Communications Protocols, Issue Tracking Systems, Virtual Private Networks (VPN), Citrix XenApp, Microsoft Office, Citrix Systems, Windows Desktop, Office365, Laptops, Xendesktop, User Administration, User Accounts
- **Published:** July 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=103f0fe95c66c56c

## About the Role

· 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.

## Description

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.


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