Connection
Overview
Service Desk Analyst; Bilingual Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation. Location: Lewisville, TX CONNECTION At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. Website: https://www.connection.com/ Keywords: position summary, support, continuous improvement, technical, qualifications, skills Employment Type: Full Time Salary: $30.00/Hr. - $34.00/Hr. Responsibilities
Deliver high-quality, Tier 1 support for computer hardware, software, and peripherals via phone, email, Service Desk Portal, or in person. Maintain timely response and resolution to service tickets based on established Service Level Objectives (SLOs). Analyze and troubleshoot issues to ensure optimal system performance and user productivity. Install, configure, and deploy systems and peripherals for new hires and tech refresh cycles. Collaborate with Service Desk team members to solve complex issues and share solutions for continuous improvement. Maintain and update user accounts, security permissions, and access groups in Active Directory. Document processes, how-tos, and troubleshooting steps in the internal knowledge base. Respond to off-hours alerts and critical issues as needed to maintain uptime. Promote a safe working environment by following all safety protocols and reporting concerns. Requirements
Associate degree in Computer Science or equivalent certifications (CompTIA, Microsoft, etc.). 3-5 years of IT support or Service Desk experience. Experience working with AI. Strong knowledge of Windows OS, Microsoft 365, MS Teams, and endpoint hardware (laptops, desktops, tablets, printers). Familiarity with ticketing systems like Service Desk Plus is a plus. Excellent customer service and interpersonal skills—you can communicate with everyone from interns to executives. Bilingual in English and Spanish is a plus. Organized, adaptable, and able to work both independently and collaboratively. Willingness to wear required PPE (personal protective equipment) when visiting specific job sites.
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Service Desk Analyst; Bilingual Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation. Location: Lewisville, TX CONNECTION At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. Website: https://www.connection.com/ Keywords: position summary, support, continuous improvement, technical, qualifications, skills Employment Type: Full Time Salary: $30.00/Hr. - $34.00/Hr. Responsibilities
Deliver high-quality, Tier 1 support for computer hardware, software, and peripherals via phone, email, Service Desk Portal, or in person. Maintain timely response and resolution to service tickets based on established Service Level Objectives (SLOs). Analyze and troubleshoot issues to ensure optimal system performance and user productivity. Install, configure, and deploy systems and peripherals for new hires and tech refresh cycles. Collaborate with Service Desk team members to solve complex issues and share solutions for continuous improvement. Maintain and update user accounts, security permissions, and access groups in Active Directory. Document processes, how-tos, and troubleshooting steps in the internal knowledge base. Respond to off-hours alerts and critical issues as needed to maintain uptime. Promote a safe working environment by following all safety protocols and reporting concerns. Requirements
Associate degree in Computer Science or equivalent certifications (CompTIA, Microsoft, etc.). 3-5 years of IT support or Service Desk experience. Experience working with AI. Strong knowledge of Windows OS, Microsoft 365, MS Teams, and endpoint hardware (laptops, desktops, tablets, printers). Familiarity with ticketing systems like Service Desk Plus is a plus. Excellent customer service and interpersonal skills—you can communicate with everyone from interns to executives. Bilingual in English and Spanish is a plus. Organized, adaptable, and able to work both independently and collaboratively. Willingness to wear required PPE (personal protective equipment) when visiting specific job sites.
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