Desktop Technical Analyst

PTS Advance; La Porte (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

PTS Advance is seeking an IT Technical Analyst in La Porte, TX to provide Tier 1/2 support to internal users, troubleshoot issues, and assist with IT upgrades. The role involves working through phone, email, and ticketing systems to resolve incidents, problems, and requests while ensuring quality customer service.

Ideal candidates have strong Windows 10/11 and Microsoft 365 skills, experience with Active Directory, and the ability to document resolutions and guidance for colleagues.

Qualifications

• Excellent communication with clients via face-to-face, phone, or email.
• Strong understanding of computer support and IT systems.
• Proficient in Windows 10, Windows 11, and Microsoft 365.
• Familiarity with Microsoft Active Directory, including user creation and password management.

Responsibilities

• Provide Tier 1 and Tier 2 IT support to internal users.
• Resolve incidents, problems, and requests via phone, email, and ticketing.
• Assist with IT upgrades and hardware/software troubleshooting.
• Image and install PCs; support wireless networks, printers, scanners, and mobile devices.
• Document issues and resolutions for client reference.
• Log, track, and close incidents in the ticketing system.
• Guide colleagues in resolving IT incidents to maintain workflows.
• Migrate users to newer Windows versions (Windows 10/11).
• Ensure compliance with departmental guidelines.
• Identify areas for system improvements and report to leadership.

Skills

Customer service

Communication skills

Troubleshooting

Tools

Windows 10

Windows 11

Microsoft 365

Active Directory

Job description

Job Title: IT Technical Analyst

Location: La Porte, TX

Duration: Contract, On-going

Role Overview

As an IT Technical Analyst, you will provide Tier 1 and Tier 2 support to internal users, resolving incidents, problems, and requests related to various technologies. You will work closely with end-users, addressing issues via phone, email, ticketing systems, and instant messaging. You will also participate in IT upgrades, troubleshoot hardware and software issues, and contribute to cost-saving initiatives.

Key Responsibilities

• Provide excellent customer service, engaging with users to resolve IT issues and follow up for timely resolutions.
• Image and install PCs, assist with telephone installations, and troubleshoot issues related to wireless networks, printers, scanners, and mobile devices.
• Support users utilizing Microsoft Active Directory for user account management.
• Offer guidance to colleagues in resolving IT incidents, helping to maintain smooth workflows.
• Identify and resolve technical issues related to software applications, hardware, and network systems.
• Proactively identify areas for system improvements and communicate potential changes to senior leadership.
• Ensure compliance with departmental guidelines and standards while performing your duties.
• Assist in the migration of users to newer Windows versions (Windows 10, Windows 11).
• Clearly document technical issues and resolutions for client reference.
• Work efficiently within the company's ticketing system to log, track, and close incidents promptly.

Qualifications & Skills

• Excellent communication skills with a proven ability to interact effectively with clients through face-to-face, telephone, and electronic communication.
• Solid understanding of computer support, troubleshooting, and IT systems.
• Proficient in Windows 10, Windows 11, and Microsoft 365 (Outlook, Word, Excel, etc.).
• Familiarity with Microsoft Active Directory, including user account creation, password management, and permission handling.