CLS is looking for an experienced IT Desktop Support Analyst for work in Houston, TX. As an IT Desktop Support Analyst, you will be the primary point of contact for technical support to CLS end users and clients. Your responsibilities include responding to support tickets, providing on-site and remote assistance to resolve hardware, peripheral, and application issues. You will take ownership of each issue and manage it until it is resolved or transferred to another team member, while ensuring timely updates to end users on the progress. Your strong interpersonal skills allow you to effectively communicate and engage with individuals from diverse backgrounds. Your natural curiosity and problem-solving abilities make you thrive in this role.
Essential Duties and Responsibilities include but not limited to:
- Respond to Zendesk Support tickets, handling requests and incidents independently or escalating to additional support resources when necessary.
- Continuously monitor support queue and regularly update assigned tickets with the latest progress and status.
- User Administration
- AD user account provisioning/decommissioning in Azure and on Prem
- Create/Manage AD Security Groups
- Management of the allocation of licenses for o365, Adobe, and other cloud-based software subscriptions.
- Administration of Office 365, including account management, creation, and deletion, as well as configuration of mailbox settings and features.
- Provide access to applications and IT services through AD/AAD (FTP, Fileshares, Sharepoint,…)
- General troubleshooting of Laptop/Desktop issues in person and remote
- o365 apps
- Performance issues with workstation
- Remote install of applications or peripheral device
- VPN and basic networking issues
- Multi factor authentication
- Setup computers with base company image and applications for new hires
- Basic hardware installation
- HD and RAM upgrades
- Shipping of computers, monitors, docking stations, and other peripherals to remote workers as needed
- Assemble clear and concise user documentation
- Frequently and consistently communicate status of support progress to stakeholders
Qualification Requirements (minimum and preferred requirements):
- Must have 3+ years' experience as an IT or Desktop Support Technician.
- Must be local to Houston, TX
- Must have In-depth knowledge of computer hardware systems, routers, and peripherals.
- Must be okay with a hybrid schedule.
Education:
- Bachelor’s degree in technical, quantitative, or equivalent work experience.
Experience:
- Knowledge of operating systems, office software, enterprise software, and server systems.
- Familiarity with networking systems and protocols.
- Knowledge of remote desktop support systems including TeamViewer.
- Strong problem-solving skills.
- Effective interpersonal and communication skills.
Other Skills and Abilities:
- Experience working with ITIL compliant support organization
- Experience supporting Virtual Desktops (Citrix, Vmware)
- Ability to write and run basic PowerShell scripts
- Experience with Intune or Windows Autopilot
- Experience with RMM tools (NinjaOne)
- Experience with Email Security solutions (Mimecast, Barracuda)
- Experience with Group Policy (GPO)
