PAE, Inc Service Desk Analyst I in Dallas, Texas

Supporting the Most Exciting and Meaningful Missions in the World

Service Desk Analyst I

The Service Desk Analyst I provides Level 1 remote technical support to PAE employees and program customers for software/hardware incidents and requests as they relate to maintenance of desktop computers and related systems. This position reports to the Service Desk Manager.


  • Answer incoming calls to the Service Desk

  • Provide first line response for users requiring assistance with issues relating to PC's, applications and basic network communications

  • Resolve problems reported by phone and record problem and resolution details in the ticketing system

  • Assign proper ticket priority for incoming issues

  • Provide basic support for office productivity applications such as Microsoft Office, e-mail, and other Line of Business software as assigned

  • Provide basic administration of user accounts and passwords

  • Escalate more involved problems to the appropriate Tier 2 support team

Skills, Knowledge & Experience :

  • Minimum 1 year experience in a Help Desk/Call Center environment

  • Excellent communication, written and verbal is a MUST

  • Excellent customer service skills is a MUST

  • Knowledge of networking basics, Microsoft Office, and email

  • Working knowledge of Active Directory

Education & Certifications:

  • College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment

  • IT Certifications (Microsoft, CompTIA, etc.) preferred

Key Competencies:

  • Customer Service

  • Planning & Organizing

  • Problem Solving

  • Time Management

An Equal Opportunity Employer. PAE’s hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

EEO is the Law Poster at


PAE is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations. With over 60 years of experience, PAE supports the execution of complex and critical missions by providing global logistics and stability operations, technical services and national security solutions to customers around the world. PAE has a workforce of approximately 15,000 people in over 60 countries on all seven continents and is headquartered in Arlington, VA.

In compliance with the ADA Amendments Act (ADAAA), should you have a disability and would like to request an accommodation in order to apply for a currently open position with PAE, please call Recruiting at (703) 656-6064 or email with "Disability Assistance" in the subject line.