Help Desk Analyst and IT Coordinator

Dalfen Industrial is currently seeking a Help Desk Analyst and IT Coordinator to support the company’s technology operations and serve as the primary on-site point of contact between employees, leadership, and external technology providers. Based in Dallas, this role will provide hands-on technology support, coordinate with the company’s Managed Service Provider (MSP), coordinate with technology vendors and service providers, and help ensure IT services are reliable, responsive, and aligned with business needs. The Help Desk Analyst and IT Coordinator will report to the Chief Technology Officer. Dalfen’s MSP will own core IT delivery, including Level 1 support, Level 2 support, systems engineering, infrastructure, networking, and security. This role will focus on local support, coordination, follow-up, escalation, onboarding/offboarding, hardware lifecycle activities, and vendor accountability. # **Position Responsibilities** - Serve as the primary on-site IT resource for the Dallas office, providing hands-on support to employees, executives, and business leaders. - Act as the internal liaison between Dalfen and its Managed Service Provider, ensuring issues are properly submitted, tracked, escalated, and resolved. - Help reinforce the ticketing process so routine support issues are routed through the MSP while urgent, VIP, or business-critical issues receive immediate attention. - Monitor support tickets, service levels, and outstanding technology issues to ensure timely resolution and strong follow-through. - Hold external IT vendors and service providers accountable for responsiveness, communication, ownership, and quality of service. - Provide user support for laptops, desktops, monitors, docking stations, mobile devices, printers, Microsoft 365, Teams, Outlook, MFA, and other business applications. - Support executive and VIP users with urgent technology needs while maintaining professionalism and discretion. - Coordinate hardware lifecycle management, including laptop procurement, deployment, inventory tracking, replacements, repairs, device refreshes, and equipment returns. - Manage employee onboarding and offboarding technology processes, including device setup, system access, application permissions, account coordination, and equipment coordination. - Work with the MSP to coordinate laptop imaging, Windows OS image validation, required application setup, device testing, and deployment readiness. - Coordinate SaaS applications, Microsoft 365 access, user permissions, and technology service requests with internal teams and external providers. - Assist with IT projects, including system implementations, hardware refreshes, security initiatives, process improvements, and office technology upgrades. - Support conference room technology, office technology needs, and local technology initiatives. - Maintain IT documentation, asset records, vendor information, onboarding/offboarding checklists, recurring issue logs, and support procedures. - Identify opportunities to improve technology processes, user experience, ticketing discipline, documentation, and operational efficiency. - Support IT planning activities by maintaining accurate asset, vendor, and support information. - Perform additional IT-related projects and responsibilities as needed. # **Skills & Experience** - Undergraduate degree from an accredited institution preferred, but not required. - 3+ years of experience in IT support, desktop support, systems coordination, IT operations, or a related technology role. - Experience supporting end users and executives in a professional environment. - Strong understanding of Microsoft 365, Windows environments, Teams, Outlook, OneDrive, SharePoint, MFA, mobile devices, and common business applications. - Experience managing or coordinating with Managed Service Providers, vendors, or outsourced technology partners preferred. - Experience with ticketing systems, IT service management processes, asset tracking, and technology d…