IDR, Inc.

IDR is seeking a Service Desk Analyst to join one of our top clients for an opportunity in Plano, Texas. This role supports a fast-paced enterprise service desk/contact center environment by handling incidents, service requests, and routine system checks while delivering high-touch customer support. You’ll collaborate with technical teams and stakeholders to restore service quickly, document resolutions, and help improve support processes.

Position Overview for the Service Desk Analyst:

• Provide Tier 1–2 technical support to end users via phone, email, chat, and ticketing tools
• Triage, prioritize, and resolve incidents and service requests; escalate complex/high-visibility issues as needed
• Perform routine system checks and proactive maintenance to support service reliability
• Document troubleshooting steps and resolutions; update knowledge articles and standard procedures
• Support continuous improvement efforts (process simplification, automation ideas, and service quality)

Requirements for the Service Desk Analyst:

• 3–5 years of experience in IT support, service desk, technical support, or systems support
• Strong troubleshooting and customer service skills supporting both technical and non-technical users
• Experience working in a ticketing environment and following incident/request/problem/change processes
• Working knowledge of Microsoft Windows environments and common workplace applications (e.g., Microsoft Office, web-based apps)
• Strong written/verbal communication skills with consistent documentation habits

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.