ICDS Analyst

Asurion • Houston, TX

11d

About The Position

The Desktop Support Analyst provides advanced end-user support across hardware, operating systems, and enterprise applications. The role resolves complex incidents, leads root-cause analysis, and drives standardization of endpoint configurations and processes. The analyst mentors junior technicians, contributes to knowledge base content, and collaborates with infrastructure and security teams to implement improvements. The position manages escalations, coordinates with vendors, and works to ensure timely service restoration and high customer satisfaction while following compliance and security practices.

The role requires local travel between sites as needed, up to 10% of the time. Overnight travel is rare and provided with notice. Working conditions are typical of an office and data center.

Requirements

• Associate degree or equivalent experience.
• Five years of desktop support experience.
• Experience handling Tier II/III escalations.
• Track record improving support processes.
• Windows and macOS administration expertise.
• Active Directory account and group management.
• Proficiency with endpoint management tools.
• Networking fundamentals and troubleshooting.
• Scripting for automation and diagnostics.
• Security and compliance best practices.
• CompTIA A+ or equivalent.
• Microsoft 365 or Windows certification.
• Clear, customer-focused communication.
• Ability to prioritize in fast-paced environments.
• Collaborative cross-functional problem solving.
• Ownership and follow-through on commitments.
• Coaching and knowledge sharing.

Nice To Haves

• Bachelor's degree in Information Technology.
• Enterprise environment support experience.
• Project or rollout leadership experience.
• ITIL Foundation certification.
• Jamf or Intune certification.

Responsibilities

• Resolve escalated desktop and application issues.
• Perform root-cause analysis for recurring incidents.
• Deploy and maintain standard endpoint images.
• Document solutions and update the knowledge base.
• Coordinate hardware repairs and vendor support.
• Mentor and guide support team members.
• Collaborate with infrastructure and security teams to implement improvements.
• Manage escalations and help ensure timely service restoration and high customer satisfaction while adhering to compliance and security practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree