Help Desk IT Analyst

Tgnr Holdco•Houston, TX

24d

About The Position

The Help Desk IT Analyst provides first-tier technical support for computer, application, and hardware issues, responding to telephone calls, emails, help desk tickets, and verbal requests. The role delivers customer service to remote home users, international staff augmentation teams, field office users, and corporate office users. It reports to the Vice President of Information and Technology. The position supports company-provided technology in a Windows 11, Office 365, and Azure Virtual Windows Desktops environment. It also handles application maintenance, IT asset inventory, employee training, executive meeting support, and administrative documentation. The role requires availability 24/7 for critical system-related problems.

Requirements

At least 5 years of professional hands-on experience configuring, deploying, troubleshooting, and administering Windows desktop operating systems.
Experience troubleshooting and independently resolving moderately complex PC hardware and software problems.
Ability to write business correspondence, knowledgebase articles, and training materials.
Advanced knowledge of Microsoft Office applications, including Outlook, Word, Excel, Access, and PowerPoint.
Ability to work independently and in teams on tasks and projects with limited supervision.
Ability to communicate effectively with technical and non-technical audiences across organizational lines and at varying organizational levels.
Attention to detail and a rigorous focus on delivering quality output.
Ability to work in a fast-paced organization and multitask.
Strong customer-service attitude and focus.

Nice To Haves

Bachelor’s degree and Windows certification, or equivalent experience.

Responsibilities

Provide front-line support for laptops, desktops, phones, printers, copiers, and other business-provided technology solutions.
Troubleshoot and resolve issues in Windows 11 and Office 365.
Troubleshoot and resolve issues within Azure Virtual Windows Desktops for remote employees.
Provide timely, friendly, quality IT support to internal staff.
Troubleshoot personal computers and provide defined resolution support.
Prioritize and analyze customer requests.
Assign help desk cases to the appropriate support group as defined by IT management.
Follow up with support staff and business users to ensure timely and satisfactory issue resolution.
Log and track calls, emails, and verbal requests in the help desk software management tool, maintaining historical reports on requests and issues.
Perform application software maintenance, including installing and testing patches and upgrades according to the change management process.
Maintain and periodically audit an inventory of the company’s information technology assets.
Conduct training and develop training content and job aids for employees and staff augmentation team members.
Provide executive support for meetings, conference rooms, and remote dial-in.
Prepare technical reports, correspondence, and other documents, and provide general administrative support that may include maintaining records.
Remain available 24/7 for critical system-related problems.
Perform other IT support functions as assigned.