Desktop Support Analyst - IT Staffing
    10700 Richmond Ave., Suite 203, Houston TX 77042
  • Call Us: (713) 361-1270

Desktop Support Analyst

Desktop Support Analyst

Houston, TX
   |   April 16 2018


This is an excellent career opportunity with a global energy company located in the Westchase area. They have an immediate contract to hire opportunity for a Sr. Desktop Support expert responsible for onsite support of computer hardware, software (location specific or global) and peripherals. Onsite Support is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, connectivity issues.

Essential Responsibilities and Duties:
Provides second line investigation and diagnosis
Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
Escalates unresolved incidents/service requests within agreed timescales
Logs relevant incident/service request details per help desk procedures
Communicates with client regarding incident progress
Ensures tickets are updated at all times until issues are resolved
Conducts customer/user satisfaction callbacks/surveys
Completes GET IT training for User Support Analysts Complies with QHSE and IT policies
Liaises with clients, other IT support groups and 3rd party providers when necessary
Performs staging of PCs
Performs IMAC (Install, Move, Add and Change)
Conducts hardware and software maintenance and support
Troubleshoots and resolves PC incidents and/or VIP requests
Coordinates with Service Desk for hardware repair

Assists with SSO on IT security issues and virus elimination
Assists local Server Team when server maintenance is required
Works closely with Distributed Services, Systems, Network Support and Event Management teams
Coordinates spare asset inventory
Maintains asset management
Assists local Network Team when network equipment maintenance is required
Presents and educates IT solutions, methods, and tools to Clients in order to increase their efficiency.
Channels requests for help to the appropriate functions for resolution, monitors resolution activity and informs clients of progress
Works with Infrastructure or Distributed Services team to deploy upgrades to customers LANs, WANs and wireless networks
Advises junior members of the team
Has authority to manage small, low risks IT projects at location

Fluent in English
Willingness to work flexible hours when needed Initiative
Ability to write technical support documentation a plus
Excellent customer interface skills
Good interpersonal communication skills
Understanding of customer satisfaction principles and practices Team player
Ability to work under pressure
Good organizational and time management skills

Good analytical and problem solving skills
Ability to understand a wide variety of documentation
Experience with an IT related discipline, Remedy Ticketing System, Windows 10 Imaging, and Office 356 experience are plus.