> Markdown version of [/jobs/ext/1932514-it-service-desk-analyst-customer-support](https://www.wearedevelopers.com/jobs/ext/1932514-it-service-desk-analyst-customer-support). 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). --- # IT Service Desk Analyst (Customer Support) - **Company:** Paladin, Inc - **Location:** Fort Worth, TX, United States - **Experience:** Experienced - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Active Directory, JIRA, Microsoft Outlook, Job Control Language (JCL), Information Technology Operations, Virtual Private Networks (VPN), Job Entry Subsystem 2/3, Job Scheduling, Mainframes, Remote Access Technology, Microsoft SharePoint, Windows Desktop, Enterprise Software Applications, Control M - **Published:** August 5, 2026 - **Apply:** https://www2.jobdiva.com/candidates/myjobs/openjob_outside.jsp?a=9xjdnwimzf3x52r33w0q5hwdgewoez0087ft76rtwb349ckvp7vk4xwzjwdq6p0e&from=COMP&id=28840945&SearchString=&StatesString=&t=1785935211168 ## About the Role * 3+ years of experience in an IT service desk, help desk, or IT operations role supporting both internal and external customers. * 3+ years of hands-on first-level support experience with Microsoft 365, Active Directory / Entra ID (password resets, account administration, MFA), and Windows desktop troubleshooting. * Mainframe operations experience required - job/batch monitoring, abend response, rerun/restart procedures, and console operations (z/OS, JCL, JES, and job scheduling tooling such as Control-M or CA-7 are a plus). * Experience supporting an order management, invoicing, or billing application, ideally one running on a mainframe platform. * Experience with ITSM ticketing tools; Jira Service Management (JSM) strongly preferred. * Working knowledge of ITIL/ITSM concepts - incident, problem, and change management - and of operating to defined SLAs and KPIs. * Familiarity with operations monitoring and alerting tools, and comfort acting on alerts using documented runbooks. * Exceptional customer service and communication skills, with the ability to explain technical issues clearly to non-technical internal and external customers. * Strong problem-solving skills, sound judgment on when to escalate, and disciplined ticket documentation habits. * Ability to manage multiple competing priorities in a fast-paced environment while maintaining attention to detail. * Must be available to work a flexible schedule in a 24x7x365 environment, including nights, weekends, holidays, and on-call rotation as needed. * ITIL Foundation certification preferred. * College degree is required. ## Description Schedule: Must be flexible - this is a 24x7x365 operations environment (rotating shifts, nights, weekends, and holiday coverage as assigned), * The IT Service Desk Analyst serves as the front line of IT support for both internal employees and external customers, resolving incidents and service requests quickly and with a high degree of customer care. * This role sits on the IT Service Delivery team and reports to the IT Service Delivery Manager, executing the day-to-day L1 triage, incident intake, and operations monitoring that keep business-critical systems available around the clock. * A core responsibility of this role is supporting the company's mainframe-based order and invoicing system - monitoring jobs, responding to processing issues, and escalating appropriately so that order flow and billing are never interrupted. * The ideal candidate combines strong first-level service desk fundamentals (M365, identity and password administration, ticket handling) with hands-on mainframe operations exposure, and thrives in a fast-moving, always-on support environment. Responsibilities: * Serve as the first point of contact for all IT incidents and service requests from internal and external customers via phone, email, and ticket queue. * Perform L1 triage: capture, categorize, prioritize, and document every incident accurately in Jira Service Management (JSM), escalating to L2/L3 or vendor support when resolution exceeds L1 scope. * Support and troubleshoot Microsoft 365 (Outlook/Exchange, Teams, SharePoint, OneDrive), Windows desktops, VPN/remote access, and standard enterprise applications. * Administer identity and access requests - password resets, account unlocks, MFA enrollment, provisioning and deprovisioning - in line with established security standards. * Monitor mainframe operations supporting the order and invoicing system: watch batch job execution, respond to job failures and abends, run reruns/restarts per documented procedures, and monitor output and print/distribution processes. * Support external customer-facing order and invoicing issues, researching transaction and processing errors and coordinating resolution with business and technical stakeholders. * Execute operations monitoring across servers, networks, and enterprise systems, acting on alerts and events per documented runbooks and escalation paths. * Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs) for response time, resolution time, and customer satisfaction. * Follow ITIL-based incident, problem, and change management processes, contributing quality documentation that supports root cause analysis and problem management. * Participate in the lifecycle of critical incidents - providing timely status updates, engaging the right resources, and supporting after-action review. * Create, maintain, and improve knowledge base articles, runbooks, and standard operating procedures to increase first-contact resolution and shift-to-shift consistency. * Support hardware and software provisioning, imaging, and asset tracking against enterprise standards. * Identify recurring issues and process gaps, and surface improvement recommendations to the IT Service Delivery Manager. * Deliver clean, complete shift handoffs in a 24x7x365 rotation so that in-flight issues are never dropped. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Brewing Tea over the Internet](https://www.wearedevelopers.com/videos/697-brewing-tea-over-the-internet) - [Cloud as the new mainframe: why the cloud hype does not reflect the dev reality](https://www.wearedevelopers.com/videos/797-cloud-as-the-new-mainframe-why-the-cloud-hype-does-not-reflect-the-dev-reality) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [".Net is too slow" was not an option](https://www.wearedevelopers.com/videos/100176-net-is-too-slow-was-not-an-option) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)