IT Service Desk Analyst

Information Technology Dallas, Texas

What We Do:

Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting and enforcing compliance of every connected thing. In real time. And at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence and OT/ICS innovation, all supporting our mission and vision.

Join us as we secure the world with our products. We are looking for resourceful and gritty individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world’s most challenging security problems. Innovation starts here, everyone’s ideas are valued, visionaries welcomed!

(This is a hybrid role in the Plano office from Tuesday through Thursday with no on-call or overtime expected)

What You Will Do:

The IT Service Desk - Level 1 is part of a global team that provides first level resolution for technical infrastructure including laptops running Windows and Mac-OS, mobile devices, end-user applications, and services.  Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware, software and IT services, troubleshooting problem areas in a timely and accurate fashion, and providing end-user assistance where required. 

We are looking for the right person who is driven to provide the best customer service. Professionalism and attention to detail are required.

The position will coordinate with Level 2 operations and engineering support to resolve incidents, and work directly with end users on their IT services to include resolution and improvement of services.

The ideal candidate has at least 2+ years of experience in an IT service desk function in a global company in the technology sector, is passionate about providing service, maintains a professional and pleasant manner using proper customer service skills.


  • Ensure end-to-end user experience and provides a single point of contact for users’ incidents and requests
  • Provide timely resolution or escalation, communicating promptly progress and handling customers with a professional attitude
  • Log and track incidents and requests and follow up with other resources involved to ensure incidents are resolved, and request are fulfilled
  • Perform analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions
  • Install, configure, test, maintain, monitor, and troubleshoot users’ workstations and related hardware and software in order to deliver the required service levels
  • Engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Document resolutions and update self-help and knowledge bases
  • Procure hardware/software and conduct assets management processes, including a liasion with third-party support and equipment, software, and service vendors
  • Provide after-hours support as needed
  • Adhere to IT and company policies and follows procedures
  • Proficiency in documenting processes, reviewing, and updateing with required changes to align global processes
  • Focus on automating and writing KB articles for reoccurring issues and incidents
  • Perform other duties as assigned

What You Bring to Forescout:

  • 2+ years of hands-on experience in an IT Support Tier 1 Help Desk position in a global company
  • Associates degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
  • ITIL foundation certified desired
  • Superior customer service skills in dealing with employees at all levels, including executives
  • Familiar with IT Service Management tools
  • Experience with Jira Service Management preferred
  • Extensive computer equipment support experience with Mac/PC and mobile devices iOS/Android/Windows
  • Hands-on hardware troubleshooting experience; working technical knowledge of current protocols, operating systems, and standards, including Windows and Mac OS, MS Office and other productivity tools
  • Ability to conduct research into issues and products as required
  • Strong written and oral communication skills; Ability to present ideas in user-friendly language; Effective interpersonal skills
  • Analytical and problem-solving abilities, with keen attention to detail
  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment

What Forescout Offers You

  • Competitive compensation and benefits – we cover 80% of employee and dependents’ benefits premiums (US only), 401K match, generous PTO policy, and much more
  • Collaborative and innovative environment – make an impact on worldwide security while working on the hottest technology
  • Leadership that supports and encourages professional growth and development
  • Want a glimpse of Life @ Forescout? Check us out on Facebook and Instagram
  • Learn more at:

Where permitted by applicable law, the candidate must have received or be willing to receive the COVID-19 vaccine by the date of hire to be considered for U.S.-based job (subject to reasonable accommodations based on disability or religion). Forescout Technology, Inc. is an Equal Opportunity Employer.


Forescout is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.