Remote Service Desk Analyst (Hybrid in Dallas, TX)

Note: The job is a remote job and is open to candidates in USA. Velocity, A Managed Solutions Company, is seeking a highly skilled and customer-focused Service Desk Analyst I to join our MSP Service Desk team. This role is responsible for providing Tier 1 technical support to Velocity clients and end users, troubleshooting workstation, software, hardware, and connectivity issues while ensuring requests are handled in a timely, professional, and service-oriented manner.ResponsibilitiesProvide Tier 1 Help Desk support and troubleshooting for client end users across desktops, laptops, hardware, software, peripherals, and common business applicationsMonitor Velocitys ticketing system for inbound client requests, ensuring tickets are prioritized, documented, updated, and resolved in a timely mannerRemediate workstation, operating system, software, connectivity, and managed services issues within the scope of Tier 1 supportProvide timely and professional status updates to clients throughout the lifecycle of open service requestsEscalate issues to appropriate internal teams or vendors when additional technical support is required, and assist with resolution as neededCreate and maintain accurate tickets for detected issues, recurring problems, or items identified as outside expected standardsSupport proactive remediation of issues discovered through Velocitys managed services tools, monitoring platforms, or service processesFollow established troubleshooting procedures, documentation standards, security practices, and service delivery best practicesSkillsPrior experience in IT support, help desk, desktop support, managed services, or a similar technical support roleStrong knowledge of Windows desktop operating systems, PC hardware, peripherals, and Microsoft patching processesWorking knowledge of basic networking concepts, including DHCP, DNS, NAT, subnets, and connectivity troubleshootingStrong customer service orientation with the ability to communicate clearly and professionally with clients, vendors, and internal teamsStrong troubleshooting, problem-solving, documentation, and follow-through skillsAbility to manage time effectively, prioritize tasks, and work across multiple tickets or issues simultaneouslyDetail-oriented, organized, adaptable, and able to work well under pressureMotivated self-starter with a willingness to learn, grow, and contribute to a team-oriented environmentBachelor's degree in technology or equivalent technical experience (3-5 years)Experience supporting hospitality and / or healthcare environmentsBenefitsMedical, Dental, VisionPTO & Paid HolidaysPaid Parental LeavePaid Sick Time401K with Employer MatchCompany provided Life Insurance, Short/Long-Term DisabilitySupplemental Benefits AvailableCompany OverviewFounded in 2005, Velocity is a technology managed solutions provider for voice, data, wi-fi, POTS IN A BOX, Free-to-Guest TV and the Global Expense Management (GEM) platform, among others, supported by a proprietary network backbone across 21 fully redundant fiber data centers for multi-location enterprises across multiple industries. It was founded in 2005, and is headquartered in Holland, Ohio, USA, with a workforce of 501-1000 employees. Its website is https://www.velocitymsc.com/. Apply To this Job .