3-5 years of experience
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Employment Type:
Full time
Job Category:
Information Services
Service Desk Analyst
(This job is no longer available)
The Royak Group Inc. | Irving, TX
Grad Date

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Job Description


Atlanta based financial services company, is seeking a Service Desk Analyst to join their Enterprise Information Technology team. We are seeking a detail-oriented individual to help implement information security policy and controls. The incumbent will have direct involvement first and second tier support, employee training, systems build and configuration, and process development and refinement.


  • Accurately test, identify, repair, resolve, and document end user technical issues for basic desktop/laptop/Workstation/VM support, basic connectivity support (wired and wireless), PDAs, network, and basic printer support.
  • Troubleshoot and resolve software issues. Install, configure, reconfigure or reinstall desktop software including desk-side, telephone, and remote support.
  • Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and other applications.
  • Reimage computers/hard drives in accordance with standards.
  • Configure VPN connectivity and resolve any identified issues.
  • Assist with user identity and access management such as new user setups and password resets.
  • Participate in the employee on-boarding and off-boarding processes.
  • Take ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
  • Provide basic first level troubleshooting for IP Phone related issues.
  • Categorize and prioritize end user support requests and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.
  • Train and orient staff on use of hardware and software.
  • Recommend and/or perform upgrades on systems as required.
  • Perform other projects or miscellaneous duties as requested or assigned.
  • Shift work may be required, potentially to include nights, weekends, and holiday.


  • Minimum of 2-4 years' work experience in IT support analyst type role.
  • Minimum of 2 years supporting Microsoft Office, Windows 7, and Windows 10 skills.
  • Minimum of 2 years supporting virtualized systems such as VMWare Horizon or similar.
  • Must have basic knowledge required to troubleshoot network connectivity.
  • Minimum of 1 year supporting IP telephones.
  • Excellent troubleshooting and critical thinking skills.
  • Strong customer service skills.
  • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
  • Strong written and verbal communication skills.
  • Must be detail oriented and self-motivated.
  • Ability to perform in a dynamic environment with changing schedules and priorities.
  • Ability to handle heavy volume of IT requests and incidents.


Applicants must be eligible to work in the specified location

About The Royak Group Inc.

The Royak Group is a consultancy and staffing company dedicated to the enhancement of business processes through effective automation, utilizing a business process focused engineering approach. The approach is implemented through a select core team including: Project Managers Process Analysts Business Analysts Objectives Understand the client's business needs and objectives Rapidly analyze the business to identify key enhancements that will meet those objectives Document and craft a cost effective solution using "Best Practice" analysis, design, and construction tools, methodologies, and techniques. Audit the results against current state and industry benchmarks We are proud to join forces with the nation's leading advocate of women-owned businesses with our recent WBENC certification. As a woman owned and operated firm, The Royak Group is focused on promoting our relations with current and future clients in supplier diversity. The Royak Group is also completing the necessary procedures for our ISO 9001 and Green certifications.