Service Desk Analyst
Service Desk Analyst
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Job Description
Overview
Connection has a fantastic opportunity through our Technical Staffing division for a Service Desk Technician in Houston TX.
As a Service Desk Technician youll be the first line of support for our employees across all divisions. Your role is critical to ensuring end-user technology works seamlessly so teams can focus on what they do best. From troubleshooting hardware issues to configuring software and deploying new systems youll provide prompt effective and friendly technical supportonsite and remotely.
Responsibilities
- Deliver high-quality Tier 1 support for computer hardware software and peripherals via phone email Service Desk Portal or in person.
- Maintain timely response and resolution to service tickets based on established Service Level Objectives (SLOs).
- Analyze and troubleshoot issues to ensure optimal system performance and user productivity.
- Install configure and deploy systems and peripherals for new hires and tech refresh cycles.
- Collaborate with Service Desk team members to solve complex issues and share solutions for continuous improvement.
- Maintain and update user accounts security permissions and access groups in Active Directory.
- Document processes how-tos and troubleshooting steps in the internal knowledge base.
- Respond to off-hours alerts and critical issues as needed to maintain uptime.
- Promote a safe working environment by following all safety protocols and reporting concerns.
Min
Max
Qualifications
- Associate degree in Computer Science or equivalent certifications (CompTIA Microsoft etc.)
- 2 years of IT support or Service Desk experience
- Strong knowledge of Windows OS Microsoft 365 MS Teams and endpoint hardware (laptops desktops tablets printers)
- Familiarity with ticketing systems like Service Desk Plus is a plus
- Excellent customer service and interpersonal skillsyou can communicate with everyone from interns to executives
- Bilingual in English and Spanish is a plus
- Organized adaptable and able to work both independently and collaboratively
- Willingness to wear required PPE (personal protective equipment) when visiting specific job sites.
Required Experience:
IC
Employment Type
Full-Time
