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# Help Desk Support Analyst, Onsite in Irving, TX

- **Company:** Yoh Services LLC
- **Location:** Irving, TX, United States
- **Salary:** $30,100.0 - $43,000.0
- **Contract:** Permanent contract
- **Skills:** JIRA, HP Systems Insight Manager, Web Applications, Google Cloud, Dynatrace, Servicenow
- **Published:** October 20, 2026
- **Apply:** https://www.dice.com/job-detail/cde80753-8415-417a-8754-ed5dd866af94

## About the Role

* At least 2 years of IT help desk, service desk, or technical support experience.
 * At least 1 year of experience creating, prioritizing, documenting, and tracking support tickets.
 * At least 6 months of experience reviewing application monitoring dashboards or alerts.
 * Ability to follow documented troubleshooting procedures, collect relevant diagnostic information, and recognize when escalation is required.
 * Ability to prioritize reported issues using established business-impact and urgency guidelines.
 * Strong verbal and written communication skills, including the ability to explain technical issues clearly to nontechnical users.
 * Strong attention to detail when reviewing alerts, documenting troubleshooting activities, and maintaining support records.

Note: Ticket management and application monitoring experience may be included within the required 2 years of IT support experience.
Preferred Qualifications

 * Hands-on experience with Dynatrace.
 * Experience with Jira or ServiceNow.
 * Experience supporting eCommerce websites or web-based applications.
 * Familiarity with Commerce Tools or Google Cloud Platform monitoring dashboards.

## Description

This position supports a 24-hour, 7-day-a-week, 365-day-a-year eCommerce operation. Assigned shifts may vary based on operational needs and coverage requirements and may include days, evenings, overnights, weekends, and holidays. Flexibility to work varying schedules is required.
Position Summary
The Tier 1 eCommerce Help Desk Support Analyst provides first-line technical support and operational monitoring for the eCommerce environment. This position reviews monitoring dashboards and alerts, performs documented initial troubleshooting, and manages support tickets from intake through resolution or escalation. The analyst supports internal business users and customer service teams, communicates issue status, and coordinates escalation to higher-level technical support teams., * Monitor website for availability, performance issues, and customer-facing functionality concerns using established procedures.

 * Review and triage alerts from Dynatrace, Commerce Tools, Google Cloud Platform (Google Cloud Platform), and application monitoring systems.
 * Provide Tier 1 support for reported eCommerce issues by validating symptoms, reproducing issues when possible, and performing approved troubleshooting steps.
 * Create, categorize, prioritize, and maintain support tickets according to established business-impact and urgency guidelines.
 * Document affected functionality, reported symptoms, relevant timestamps, troubleshooting actions, and resolution or escalation details.
 * Escalate unresolved issues and significant service disruptions to the appropriate technical support teams according to established procedures.
 * Communicate issue status, troubleshooting progress, and escalation updates clearly to internal business users, customer service teams, and technical support teams.
 * Follow established monitoring procedures, troubleshooting documentation, and escalation protocols, performing only actions authorized for Tier 1 support.
 * Maintain accurate ticket records and flag recurring issues for review by higher-level support teams.