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Service Desk Analyst (Hybrid in Dallas, TX)

Velocity

Job Location:

Dallas, TX - USA

Monthly Salary: Not provided by the employer

Posted: 18 June 2026 (30+ days ago)

Application Deadline: 28 November 2026

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

General Summary:

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.

The Service Desk Analyst I plays an important role in maintaining a positive client experience by actively monitoring ticket queues documenting issues providing clear status updates and escalating requests when appropriate. This role is ideal for a motivated technical professional who enjoys solving problems communicating with clients and working in a fast-paced managed services environment.

This position is primarily work from home but requires an on-site presence at client environment(s) on an as-needed basis

Principal Duties and Responsibilities:

Provide Tier 1 Help Desk support and troubleshooting for client end users across desktops laptops hardware software peripherals and common business applications
Monitor Velocitys ticketing system for inbound client requests ensuring tickets are prioritized documented updated and resolved in a timely manner
Remediate workstation operating system software connectivity and managed services issues within the scope of Tier 1 support
Provide timely and professional status updates to clients throughout the lifecycle of open service requests
Escalate issues to appropriate internal teams or vendors when additional technical support is required and assist with resolution as needed
Create and maintain accurate tickets for detected issues recurring problems or items identified as outside expected standards
Support proactive remediation of issues discovered through Velocitys managed services tools monitoring platforms or service processes
Follow established troubleshooting procedures documentation standards security practices and service delivery best practices

Qualifications Knowledge & Skills:

Prior experience in IT support help desk desktop support managed services or a similar technical support role preferred
Strong knowledge of Windows desktop operating systems PC hardware peripherals and Microsoft patching processes
Working knowledge of basic networking concepts including DHCP DNS NAT subnets and connectivity troubleshooting
Strong customer service orientation with the ability to communicate clearly and professionally with clients vendors and internal teams
Strong troubleshooting problem-solving documentation and follow-through skills
Ability to manage time effectively prioritize tasks and work across multiple tickets or issues simultaneously
Detail-oriented organized adaptable and able to work well under pressure
Motivated self-starter with a willingness to learn grow and contribute to a team-oriented environment
Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position.

Experience and Education:

Bachelors degree in technology or equivalent technical experience (3-5 years)
Preferred experience supporting hospitality and / or healthcare environments

Why youll love working at Velocity

We are an energetic bunch eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. Were excited about what we do why we do it and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members customers and communities.

Our Values Collaborative and Strong at the Core

Customer-obsessed
One team
Do the right thing
Lets go!

Our Benefits

Medical Dental Vision
PTO & Paid Holidays
Paid Parental Leave
Paid Sick Time
401K with Employer Match
Company provided Life Insurance Short/Long-Term Disability
Supplemental Benefits Available

About Velocity MSC

Velocity started in 2005. Velocitys customer-obsessed approach combined with its customized voice and data network solutions and support services enhances how multi-location enterprises communicate and do business. Thats why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees 13 redundant data centers 450 carrier agreements and 5500 certified technicians throughout the U.S. Velocity is an unstoppable force. To learn more please visit is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information. Velocity is an active participant with E-Verify.

Required Experience:

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