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Lucid Technologies Inc

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Service Desk Analyst

Service Desk Analyst 

Location: Dallas, TX.

(Must be physically in Dallas TX and able to drive into the Dallas building in Down town Dallas When needed. Hybrid Model)

Note: *U.S. Citizens, only authorized to work in the U.S. are encouraged to apply*

Ability to pass enhanced background screen (criminal, financial, drug) for Public Trust clearance. 

This is for a night position working 8:00 pm ET to 8:00 am ET.


The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution. 

This position is in 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests. 

Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents. 

  • Level 1 support. 

  • Email handling. Ensure timely review and action of email in the Service desk mailboxes. 

  • Familiarity with outlook and the ability to organize and process a large volume of email. 

  • Phone call handling. 

  • Phone login and logout compliance when on shift. 

  • Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls. 

  • Ensure when shift over, logged out of phone. 

  • Demonstrate professional conversation during customer calls. 

  • Operation Bridge Manager (OBM) monitoring. 

  • Adhere to documented instructions within the alert. 

  • Create incident ticket and assign to the appropriate group.

  •  Escalation for alert handling and high priority incidents. 

  • Utilize Everbridge for handling escalation procedures. 

  • Invoke the appropriate Everbridge template for escalation. 

  • Ensure escalation actions are documented in incident tickets. 

  • Incident ticket (create, update) & manage lifecycle of incident prioritization. 

  • Data integrity of incident record (categorization tab, resolution details, assignment, etc.). 

  • Proactive contacts for incidents about to breach Service Level Agreements (SLA). 

  • Incident restoral and closure. 

  • Quality review of all incidents. 

  • Create and distribute required daily reports. 

  • Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint. 

  • If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action. 

  • Remote work – Utilize all the documented procedures when working from home. 

  • Avaya soft phone procedures. 

  • Establishing bridge lines/Microsoft TEAMS meetings. 

  • Transferring calls to bridge lines. 

  • OBM monitoring. 

  • Elevated system access request handling. 

  • Password resets/unlock account – Ensure a service Request ticket is initiated for all of these requests. 

  • Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ) 

  • Vendor/Law enforcement unit (LEU) escorts. 

  • Tape management/backup responsibilities. 

  • Shipping/receiving. 

  • Data center walk through. 

  • Safe Access. 

  • Assist facilities with hardware removal and installation as needed. 

Knowledge and Skills Required: 

At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management. 

Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal 

ITIL Foundation Certification preferrable, but not required. 

Thanks & Regards,
Tellamekala Golla Vamsi
IT Recruiter
Lucid Technologies Inc
O: 214-385-4144 Ext: 214
F: 214-889-5857­­­
W: www.LucidTechINC.com
Supplier Registration: https://lucidtechinc.com/supplierregistration