Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to join our team in Waller, Texas in a contract capacity with the potential for a permanent position. This role supports employees with day-to-day technical issues across desktops, laptops, mobile devices, core business applications, and network connectivity, while helping maintain a dependable and secure IT environment. The ideal candidate brings strong customer support instincts, practical troubleshooting skills, and the ability to manage both onsite and remote requests with professionalism and urgency.

Responsibilities:
• Provide front-line technical assistance for hardware, software, operating system, and connectivity issues affecting onsite and remote users.
• Investigate and resolve incidents involving Windows-based computers, Microsoft 365 applications, email, collaboration tools, and common desktop peripherals.
• Create, configure, and support user accounts and access within Active Directory and related enterprise systems during onboarding and ongoing support activities.
• Prepare and deploy laptops and desktop systems using standardized setup and imaging processes to ensure consistent user readiness.
• Troubleshoot problems involving printers, mobile devices, tablets, and other end-user equipment, escalating complex issues when appropriate.
• Monitor and manage service desk tickets, document resolutions clearly, and follow issues through to completion to maintain a high level of customer satisfaction.
• Assist with basic network diagnostics by identifying connectivity problems and helping restore reliable access to business systems and internet resources.
• Support security-focused IT practices by helping keep devices protected, updated, and aligned with internal standards for endpoint health.
• Collaborate with other IT team members to improve support processes, maintain system reliability, and contribute to continuous service improvement efforts.• 3 to 5 years of experience delivering technical support in an enterprise or similarly structured business environment.
• Hands-on experience with Active Directory, Microsoft Windows, Office 365, and service desk ticketing platforms.
• Working knowledge of Windows 10 administration, desktop troubleshooting, and support for standard office productivity tools such as Outlook, Word, Excel, PowerPoint, and Teams.
• Familiarity with core networking concepts and the ability to perform basic troubleshooting related to connectivity and user access.
• Strong verbal and written communication skills with the ability to explain technical issues clearly to non-technical users.
• Effective time management skills with the ability to prioritize multiple requests in a fast-paced support environment.
• Associate or bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Industry certifications such as CompTIA A+, Network+, Microsoft certification, or similar credentials are preferred.