Service Desk Analyst

POSITION: Service Desk Analyst

LOCATION: Houston TX 77060 (Onsite - 5 days per week)

Type: Full Time

The Role

Job Summary 

The Service Desk Analyst will provide technical support and play a key role in maintaining our in-house technology infrastructure, spanning computer systems, mobile devices, and peripherals. This role demands a meticulous troubleshooter who can swiftly resolve issues, optimize system performance, and deliver high-quality end-user training and support.

Key Responsibilities 

·       Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications.

·       Manage queries via email, in-person, or with a ticketing system, and work closely with IT peers to ensure setups within process/infrastructure configuration 

·       Champion service satisfaction by conducting follow-ups and ensuring timely resolution of incidents and requests.

·       Design, document, test, create, or modify computer programs related to machine operating systems

·       Effectively track and log all user interactions, incident reports, and service requests.

·       IT configuration for new employees, onboarding & employee termination process 

·       Develop and implement robust procedures for incident and request resolutions, thereby improving our IT service management processes.

·       Create and update technical documentation to enrich our knowledge base.

·       Design, develop, test, document, or modify computer systems or programs.

·       Contribute to IT project initiatives as a dedicated team member.

·       Help maintain, monitor, and upgrade computer systems and a network in combination with a teammate, IT Systems Engineer

·       Lead set up of workstations with computers and necessary peripheral devices (scanners, printers, etc.)

·       Install and configure appropriate software and functions according to specifications

·       Ensure security and privacy of networks and computer systems

·       Maintain records/logs of repairs and fixes, and maintenance schedule

·       Identify computer or network equipment shortages and place orders

·       Other responsibilities as assigned

Knowledge and Skills

·       Excellent communication & organizational skills

·       Strong telephone and customer service skills

·       Detail-oriented, analytical, and problem-solving skills

·       Windows Terminal Server end-user support and printer technologies

·       Solid experience with Active Directory, Microsoft platforms, and ticketing solutions

·       Experience with troubleshooting and escalation of incidents, including documentation, diagnosing, and following resolution steps

Qualifications 

1.       Associate degree in information technology preferred 

2.       Minimum (3) three years of experience working in an IT Help Desk or Service Desk role

Key Responsibilities 

·       Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications.

·       Manage queries via email, in-person, or with a ticketing system, and work closely with IT peers to ensure setups within process/infrastructure configuration 

·       Champion service satisfaction by conducting follow-ups and ensuring timely resolution of incidents and requests.

·       Design, document, test, create, or modify computer programs related to machine operating systems

·       Effectively track and log all user interactions, incident reports, and service requests.

·       IT configuration for new employees, onboarding & employee termination process 

·       Develop and implement robust procedures for incident and request resolutions, thereby improving our IT service management processes.

·       Create and update technical documentation to enrich our knowledge base.

·       Design, develop, test, document, or modify computer systems or programs.

·       Contribute to IT project initiatives as a dedicated team member.

·       Help maintain, monitor, and upgrade computer systems and a network in combination with a teammate, IT Systems Engineer

·       Lead set up of workstations with computers and necessary peripheral devices (scanners, printers, etc.)

·       Install and configure appropriate software and functions according to specifications

·       Ensure security and privacy of networks and computer systems

·       Maintain records/logs of repairs and fixes, and maintenance schedule

·       Identify computer or network equipment shortages and place orders

·       Other responsibilities as assigned