Desktop Support / Help Desk Analyst - IT Staffing
    10700 Richmond Ave., Suite 203, Houston TX 77042
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Desktop Support / Help Desk Analyst

Desktop Support / Help Desk Analyst

Houston, TX
   |   March 08 2018


The Service Desk Analyst II is expected to assist with advanced desktop, server and network environments.  This position will be required to resolve issues over the phone, at the desktop and remotely. The Service Desk Analyst must be able to work closely with all members of the Information Technology team to support client’s infrastructure environment.

 Specific Responsibilities

The specific responsibilities of a Service Desk Analyst include:

  1. Work with users to resolve support issues over the telephone, at the desk side and remotely
  2. Timely and accurate data entry into Service Desk ticket management system
  3. Provide advanced desktop support to end-user community on hardware, software and network related problems, questions and/or issues
  4. Diagnosing and effectively routing tickets to proper person or functional team as required
  5. Performing accurate administration of IT related security while adhering to audit controls
  6. Moving of equipment (Technician must be able to lift up to 50 lbs)
  7. Perform installations and configuration of VPN on laptops
  8. Performing standard desktop technical activities in support of hardware and software
  9. Support will include: HP and Dell desktops and laptops, printers, cell phones, air cards, network configuration settings and various software applications
  10. Support of Video Conferencing equipment and projectors
  11. Light travel to remote site for employee support.  (Must be willing and able to travel)
  12. Special projects as assigned by management
  13. 24/7 on-call support rotation is required

Required Skills/Experience

The skills and experience required to successfully fill the role of a Service Desk Technician are:

  1. 3 – 5 years of extensive PC software, hardware and peripheral experience in a networked environment
  2. Experience supporting  Windows 7, Active Directory, Exchange, Outlook, MS Office, Anti-Virus, SCCM-based imaging, and VPN
  3. Advanced network troubleshooting experience (TCP/IP, DNS, DHCP)
  4. Able to quickly diagnose and resolve level 2 problems relating to operating systems, hardware, applications, and networking, all while maintaining a friendly demeanor.
  5. Experience with call tracking software
  6. Experience with supporting remote users
  7. Excellent communication, client relationship and team building skills
  8. Ability to work both independently and as part of a team
  9. Must possess multi-tasking skills with a strong attention to detail
  10. Thrives at working under pressure and taking on responsibility
  11. Sense of urgency to resolve support issues with drive and initiative
  12. Ability to recognize critical issues and resolve them accordingly
  13. Professional individual with excellent communication and customer service skills
  14. A+ Certification is required
  15. MCITP: Enterprise Desktop Support Technician is preferred
  16. Experience with System Center Configuration Manager (SCCM) is a plus