Service Desk Analyst

National Trench Safety-posted 23 days ago
Full-time • Entry Level
Houston, TX
251-500 employees
Merchant Wholesalers, Durable Goods
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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.

  • 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
  • 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
  • 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
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