Help Desk Analyst

ClearpointCo; Houston (TX); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Paid parking

Job summary

ClearpointCo in Houston, TX seeks a Help Desk Analyst to provide Tier 1/2 support for end users. You will troubleshoot Windows, MS 365, hardware, printers, and connectivity while managing accounts and access requests.

The role supports onboarding/offboarding and requires strong customer service in a fast-paced professional services environment. The ideal candidate has 3–6 years of help desk or desktop support, solid networking knowledge, and excellent communication skills.

Qualifications

• Prefer 3-6 years of Help Desk, Service Desk, or Desktop Support experience.
• Strong understanding of Networking and Systems is essential.
• Strong knowledge of Windows and Microsoft 365.
• Experience with Active Directory and basic networking concepts.
• Familiarity with IT ticketing systems.
• Strong troubleshooting, communication, and customer service skills.
• The ideal candidate will be clean cut; presentable and outgoing.
• Ability to manage multiple priorities in a fast-paced environment.
• A+ and Network+ certifications are a plus.
• CompTIA A+ and Network+, Microsoft, or ITIL certifications are a plus.

Responsibilities

• Provide Tier 1 and Tier 2 technical support by phone, email, chat, and in person.
• Troubleshoot Windows, Microsoft 365, hardware, software, printers, and connectivity issues.
• Manage user accounts, password resets, and access requests.
• Install and configure computers, software, peripherals, and mobile devices.
• Document and manage support requests through the IT ticketing system.
• Assist with employee onboarding and offboarding.
• Escalate complex issues to the appropriate IT teams.
• Maintain IT equipment and inventory documentation.
• Provide excellent customer service while resolving issues in a timely manner.

Skills

Customer service

Troubleshooting

Windows

Microsoft 365

Active Directory

Networking basics

Communication

Multitasking

A+ / Network+

ITIL / certifications a plus

Tools

IT ticketing system

Job description

Title: Help Desk Analyst

Location: Houston, Texas

Type: Direct Hire

Salary: $55,000 - $65,000

This is a 5 day a week role Monday thru Friday working in the downtown Houston area. Paid parking.

Summary:

The Help Desk Analyst provides technical support to end users, troubleshooting hardware, software, network, and application issues. The ideal candidate will have 3- 6 years of help desk or desktop support experience, strong problem-solving skills, and a customer-focused approach, with a professional services firm. MUST have great customer service skills and have the ability to support people all levels of the organization.

Duties:

• Provide Tier 1 and Tier 2 technical support by phone, email, chat, and in person.
• Troubleshoot Windows, Microsoft 365, hardware, software, printers, and connectivity issues.
• Manage user accounts, password resets, and access requests.
• Install and configure computers, software, peripherals, and mobile devices.
• Document and manage support requests through the IT ticketing system.
• Assist with employee onboarding and offboarding.
• Escalate complex issues to the appropriate IT teams.
• Maintain IT equipment and inventory documentation.
• Provide excellent customer service while resolving issues in a timely manner

Requirements:

• Prefer 3-6 years of Help Desk, Service Desk, or Desktop Support experience.
• A strong understanding of Networking and Systems essential
• Strong knowledge of Windows and Microsoft 365.
• Experience with Active Directory and basic networking concepts.
• Familiarity with IT ticketing systems.
• Strong troubleshooting, communication, and customer service skills.
• The ideal candidate will be clean cut; presentable and outgoing.
• Ability to manage multiple priorities in a fast-paced environment.
• A+ and Network+
• CompTIA A+ and Network+, Microsoft, or ITIL certifications are a plus.