Service Desk Analyst - Spring, TX
Iron Oak Energy•Spring, TX
•Onsite
About The Position
The Service Desk Analyst serves as the first point of contact for employees, contractors, and authorized users seeking technical support. This position provides timely and professional assistance, diagnoses and resolves technology issues, fulfills service requests, and maintains accurate documentation in the IT service management (ITSM) system. The Service Desk Analyst supports business operations by providing end-user support, managing support tickets, assisting with user accounts and equipment, and escalating issues to the appropriate IT teams when necessary.
Requirements
- Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent combination of education and experience may be considered.
- 1–3 years of experience in IT support, desktop support, or service desk environments.
- Experience supporting Microsoft Windows and Microsoft 365 environments.
- Experience working with an ITSM or ticketing system.
- Experience providing technical support directly to end users.
- Working knowledge of Windows 11 and Microsoft 365.
- Working knowledge of Active Directory and Azure Active Directory / Microsoft Entra ID.
- Experience supporting Microsoft Teams, email, VPN connectivity, mobile devices, printers, and computer peripherals.
- Basic understanding of networking concepts and troubleshooting.
- Experience with remote support tools and ITSM platforms such as ServiceNow, Jira, Freshservice, or similar systems.
- Ability to troubleshoot and resolve common hardware, software, account, and connectivity issues.
- Strong customer service and interpersonal skills.
- Excellent verbal and written communication skills.
- Strong troubleshooting, critical thinking, and problem-solving abilities.
- Ability to prioritize multiple requests and manage competing deadlines.
- Strong attention to detail and organizational skills.
- Ability to work independently while collaborating effectively with other IT teams.
- Ability to explain technical information clearly to users with varying levels of technical knowledge.
- Ability to maintain confidentiality and follow IT security policies and procedures.
Nice To Haves
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, ITIL Foundation, HDI Support Center Analyst, or Microsoft certification.
- Experience with Microsoft Intune, SCCM/MECM, endpoint management tools, or PowerShell.
- Basic knowledge of cybersecurity principles and cloud technologies.
Responsibilities
- Provide first-level technical support for hardware, software, network connectivity, and other technology-related issues.
- Receive, document, categorize, prioritize, and manage incidents and service requests through the ITSM ticketing system.
- Troubleshoot and resolve issues involving Windows computers, Microsoft 365 applications, Microsoft Teams, email, VPN connectivity, mobile devices, printers, peripherals, and other approved business applications.
- Maintain ownership of assigned tickets through resolution and provide users with timely updates regarding the status of their requests.
- Install and configure approved software, computers, laptops, monitors, mobile devices, printers, and other IT equipment.
- Assist with hardware provisioning, replacement, inventory, and deployment activities.
- Perform password resets, account unlocks, access modifications, and other routine account administration tasks.
- Assist with user onboarding and offboarding, including account setup, equipment deployment, and access changes.
- Escalate unresolved or complex issues to infrastructure, network, cybersecurity, application, or other appropriate IT teams.
- Monitor escalated tickets and follow up as necessary to ensure timely resolution.
- Document troubleshooting steps, resolutions, and relevant technical information accurately in the ITSM system.
- Utilize existing knowledge articles and contribute to the development and improvement of technical documentation and support procedures.
- Provide users with guidance and basic training on IT systems, applications, equipment, and available self-service resources.
- Follow established IT policies, procedures, security requirements, and service level expectations.
- Participate in after-hours or on-call support as required.
Benefits
- Excellent healthcare benefits: medical, vision, and dental
- 401(k) with company matching
- Vacation + paid holidays
- Disability, Life / AD&D, and Long-Term Care insurance
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
