Service Desk Analyst
About The Position
Perella Weinberg is seeking an Analyst to join our Support team in Houston. This role will be part of a global team, primarily focusing on our Houston and Calgary populations, supporting the Energy Investment Banking team and Corporate functions, playing a critical role as the first point of contact for bankers working on live transactions, where responsiveness, attention to detail, and sound judgment are highly valued alongside strong technical skills. You will work closely with the global Support, Infrastructure, Network & Security, and Platform Engineering teams to keep our end-user environment secure and running smoothly. This is a fast-paced, high-visibility role, with the opportunity to take on broader projects and responsibilities as you grow and develop on the platform.
Requirements
- 5+ years of professional experience in an IT support role
- Strong knowledge of Windows and the Microsoft 365
- Working knowledge of hybrid Active Directory (on-premises Active Directory and Entra ID)
- Experience with Intune device management and Windows Autopilot
- Experience with software deployment tools and patch management
- Experience supporting AI platforms such as Claude and Microsoft Copilot from an end-user perspective
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) and network security
- Strong troubleshooter; quick learner and works independently
- Working knowledge of PowerShell and a passion for automation
- A root-cause mindset, solving the underlying problem rather than repeatedly fixing the symptoms
- Exceptional attention to detail
- Excellent communicator; high sense of urgency, and a professional, client-focused demeanor
Nice To Haves
- Experience at an energy-focused investment bank or financial services firm
- Experience using AI tools to build workflows and automate processes
- Familiarity with the ITIL framework and incident management
Responsibilities
- White-glove support for Houston (in-person) and Calgary users
- Level 1 and Level 2 support to users worldwide
- Track, prioritize, document, and resolve incidents and service requests through the ticketing system
- Build, deploy, and maintain laptops, desktops, and Intune-managed mobile devices
- Support Microsoft 365 and Windows 365
- Own complex hardware, software, and connectivity issues / troubleshooting through resolution; escalating when appropriate
- Coordinate moves, adds, and changes for users and equipment
- Manage, maintain, and audit hardware and software inventory
- Support conference rooms, video conferencing, and VoIP systems
- Provide technical guidance and training to end users
- Develop and document processes, procedures, and knowledge base articles
- On-call rotation required, including occasional after-hours and weekend support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
