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IT Helpdesk Support Analyst

IT Helpdesk Support Analyst

HomeTown ServicesHouston, TX, US
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IT Helpdesk Support Analyst

Are you looking for a dynamic job environment where your skills can truly shine? Do you want to be part of a team that values your contributions and supports your growth? If so, this opportunity is perfect for you! Join our enthusiastic team in the Technology industry as a highly skilled IT Helpdesk Support Analyst. We offer a range of exciting benefits and a supportive atmosphere that will help you thrive. This role is ideal for those who are eager to learn and grow while providing top-notch support to our users.

The IT Helpdesk Support Analyst is both proactive and customer-focused with a strong background in troubleshooting, system support, and end-user assistance across hardware, software, and network environments. Skilled in diagnosing technical issues, resolving incidents promptly, and escalating complex problems when necessary to ensure minimal downtime and optimal performance.

Job Responsibilities :

  • Serve as the first point of contact for end users seeking technical support via phone, email, chat, or ticketing system, ensuring prompt resolution of issues.
  • Escalate complex or unresolved issues to higher-level IT staff while maintaining ownership until resolution.
  • Provide timely and troubleshooting support for hardware, software, and network issues, escalating complex issues as necessary.
  • Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripheral equipment.
  • Conduct user onboarding and training sessions on software and systems. In addition, this role will provide training and guidance to end users on best practices, tools, and security awareness.
  • Support enterprise applications (e.g., Microsoft 365, email, collaboration tools, ERP / CRM systems) and assist users with access, functionality, and updates.
  • Assist with account management, including password resets, user provisioning, and permission changes.

Desired Skills :

  • 5+ years of experience in IT support / helpdesk or a related field
  • Strong knowledge of Windows and macOS operating systems (beneficial), as well as common productivity software
  • Experience with troubleshooting hardware and software issues
  • Knowledge of Microsoft Entra, Microsoft Exchange, and cloud-based services (e.g., Office 365, Azure)
  • Experience with remote desktop support tools (e.g., Ivanti Neurons, etc)
  • Mobile device support and management for email, teams, Outlook using Microsoft InTune, Jamfa, etc.
  • Experience with remote support tools and ticketing systems (e.g., Ivanti Neurons, Zendesk, ServiceNow)

    • Location : HomeTown - Houston 10005 W Sam Houston Pkwy N, Houston, TX 77064, USA

    If you're ready to take the next step in your career, apply now and become a vital part of our team!

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    It Support Analyst • Houston, TX, US