ICDS Analyst

Asurion • Houston, TX

13d

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. Responsibilities also include managing escalations, coordinating with vendors, and ensuring timely service restoration and high customer satisfaction while adhering to compliance and security practices.

The position travels between local sites as needed, up to 10% of the time. Overnight travel is rare and provided with notice. The work environment is a typical office and data center.

Requirements

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

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.

What This Job Offers

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