Jr. Analyst, Help Desk & Desktop Support

Freeport LNG•Houston, TX

2d•Hybrid

About The Position

At Freeport LNG Development, L.P., we value the strengths of our employees who each bring their unique skills and experience to our team. As part of the Freeport LNG team, you will be working side by side with top performers in the LNG industry. We believe that when employees are fairly compensated, work in a safe environment and their families are provided with excellent benefits, they have peace of mind. FLSA Status: Nonexempt Location: Houston, TX Job Summary Provide timely, professional first-level support for user requests and technical issues. Assist with troubleshooting desktops, laptops, mobile devices, printers, applications, and common access issues under the guidance of senior team members. Support hardware preparation for new employees and contractors, maintain accurate service desk documentation, and contribute to knowledge base updates. This is a hands-on, junior-level position designed for an analyst with 1+ years of IT support experience who is developing technical skills in a team-oriented and client-centered environment.

Requirements

Computer service or technical support experience (1+ year)
Customer support or end-user support experience (1+ year)
Basic enterprise support, service desk, or desktop support experience preferred
Experience using an IT ticketing or help desk system preferred
Minimum two-year degree in Information Technology or two years of equivalent experience
Basic understanding of network and telecommunications concepts in an enterprise environment
Basic familiarity with Active Directory, Windows networking, and Windows operating systems
Basic knowledge of TCP/IP, DNS, VPN, Microsoft 365, Exchange/Outlook, BitLocker, and remote support tools
Ability to follow documented procedures and escalate when additional support is needed
Developing troubleshooting and analytical skills with a willingness to learn new technologies
Basic application installation and troubleshooting experience for desktop and client applications
Ability to adapt to and adopt new techniques and technologies
Strong customer service skills and the ability to patiently and consistently interact with users at all levels of the organization
Effective written and verbal communication skills
Team-oriented approach with the ability to ask questions, learn from others, and support shared team goals
Ability to complete assigned tasks, follow up on open items, and meet agreed deadlines
Good time management and work prioritization skills

Nice To Haves

Plant-site or industrial environment exposure
CompTIA A+, Microsoft, or other entry-level IT certification
Basic experience supporting Microsoft 365, Windows workstations, printers, and mobile devices
Exposure to software deployment, system imaging, or endpoint management tools such as SCCM preferred
Familiarity with document management systems or OpenText Content Server end-user functions preferred

Responsibilities

Use the IT service desk system to record, update, document, and track user requests, ensuring tickets are accurate, timely, and appropriately prioritized
Work across multiple locations to support a wide range of users
Collaborate with Help Desk & Desktop Support team members to provide backup support and learn standard troubleshooting procedures
Provide end-user support in person or remotely by phone, email, and remote support tools; assist with resolving common software, hardware, desktop, laptop, mobile device, and printer issues
Maintain expectations of support requestors around ETA, any impacts repairs may have and follow-up to ensure issue resolution
Escalate issues outside area of knowledge or authority to subject matter experts, or appropriate support teams
Assist in ensuring data backup and integrity
Help ensure that spare parts inventory is maintained at each FLNG site (HQ, plant) by complying with inventory control practices.
Employ housekeeping practices to ensure that storage areas are tidy, accessible and items can be found with ease
Update logs of disposed hardware
Provide basic end-user guidance on systems, applications, security best practices, and company/IT policies to support productivity and compliance
Create and update basic troubleshooting documentation, knowledge articles, and Help Desk procedures as directed
Adhere to all IT policies
Support the policies, efforts, and programs of Freeport LNG Health, Safety and Environmental (HSE) Management System.
Actively participate in the HSE Management System Policies.
Ensure that HSE concerns are given priority in all activities completed within their area of responsibility.
Implement routine inspections to ensure safe operating conditions.