Job Title: IT Service/Help Desk Analyst Level 1
Work Location: Downtown Fort Worth, TX (onsite)
Duration: 6 months contract (weekend and night shifts)-36 hrs total
Position Summary:
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.
Skills & Qualifications:
2+ years of experience in an IT service desk, help desk, or IT operations role supporting both internal and external customers.
2+ years of hands-on first-level support experience with Microsoft 365, Active Directory / Entra ID (password resets, account administration, MFA), and Windows desktop troubleshooting.
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.

Help Desk Analyst Level 1

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