Service Desk Analyst

National Trench Safety•Houston, TX

84d

About The Position

The Service Desk Analyst will provide technical support and play a key role in maintaining our in-house technology infrastructure, spanning computer systems, mobile devices, and peripherals. This role demands a meticulous troubleshooter who can swiftly resolve issues, optimize system performance, and deliver high-quality end-user training and support.

Requirements

Excellent communication & organizational skills
Strong telephone and customer service skills
Analytical and problem-solving skills
Windows Terminal Server end-user support and printer technologies
Solid experience with Microsoft platforms and ticketing solutions
Experience with troubleshooting and escalation of incidents including documentation, diagnosing and following resolution steps
Associate degree in information technology preferred
Minimum (2) two years of experience working in an IT Help Desk or Service Desk role

Responsibilities

Effectively track and log all user interactions, incident reports, and service requests.
Manage queries via email, in-person, or with a ticketing system, and work closely with IT peers to ensure setups within process/infrastructure configuration
Champion service satisfaction by conducting follow-ups and ensuring timely resolution of incidents and requests.
IT configuration for new employees, onboarding & employee termination process
Serve as the first point of contact for software and hardware support
Leverage your expertise to escalate complex incidents to a higher level of technical support as needed.
Develop and implement robust procedures for incident and request resolutions, thereby improving our IT service management processes.
Create and update technical documentation to enrich our knowledge base.
Troubleshoot and resolve IT issues including those related to Microsoft products
Contribute to IT project initiatives as a dedicated team member.
Help maintain, monitor, and upgrade computer systems and a network in combination with peer IT Systems Engineer
Set up workstations with computers and necessary peripheral devices (scanners, printers etc.)
Install and configure appropriate software and functions according to specifications
Ensure security and privacy of networks and computer systems
Assist with any hardware setups/installs
Maintain records/logs of repairs and fixes and maintenance schedule
Identify computer or network equipment shortages and place orders
Other responsibilities as assigned

Benefits

Excellent medical, dental, and vision plans
401(k) retirement plan with company match and immediate vesting
Team Ownership Program (TOP) grants an annual stock award to every active full-time employee. TOP is unique for a privately held company but is offered to show how much we value our employees!
Flexible spending and health savings accounts
Basic and Voluntary life and disability insurance
Paid Time Off that is either awarded or begins to accrue on the first pay period
8 paid holidays
Birthday and Work Anniversary holidays after one year of service
Incentive bonus plans
Educational assistance