Hybrid Service Desk Analyst - Global IT Support

Eleven Recruiting; Houston (TX); Híbrido; USD 70.000 - 90.000; Jornada completa

Descripción de la vacante

Eleven Recruiting is seeking a Service Desk Analyst for a global investment firm in Houston, TX. This hybrid role requires 3 days on-site and involves Level 1–2 IT support for users worldwide, focusing on Windows 365, Microsoft 365, Intune, and AI tooling integration.

You will troubleshoot hardware/software issues, manage inventory, support collaboration tech, and participate in after-hours on-call rotations. Strong communication and a proactive, detail‑oriented approach are essential.

Formación

• 5+ years of professional IT support experience.
• Financial services experience preferred or strong technical skills and willingness to go above and beyond.
• Strong knowledge of Windows and Microsoft 365.
• Working knowledge of hybrid Active Directory and Entra ID.
• Experience with Intune device management and Windows Autopilot.
• Experience with software deployment tools and patch management.
• Experience supporting AI platforms such as Claude and Microsoft Copilot.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
• Strong troubleshooter, quick learner, independent work style.
• PowerShell and automation enthusiasm.
• Root-cause mindset and attention to detail.
• Excellent communicator with urgency and client focus.

Responsabilidades

• White-glove support for Houston users in-person and Calgary users.
• Level 1 and 2 support for users worldwide.
• Track, prioritize, document, and resolve incidents and service requests.
• Build, deploy, and maintain laptops, desktops, and Intune-managed devices.
• Support Microsoft 365 and Windows 365.
• Own and resolve complex hardware, software, and connectivity issues; escalate when needed.
• Coordinate moves, adds and changes for users and equipment.
• Manage, maintain, and audit hardware and software inventory.
• Support conference rooms, video conferencing, and VoIP systems.
• Provide technical guidance and end-user training.
• Develop and document processes, procedures, and knowledge base articles.
• On-call rotation including after-hours and weekends.

Conocimientos

Windows

Microsoft 365

Active Directory

Entra ID

Intune

Autopilot

PowerShell

Automation

Networking

Troubleshooting

Communication

Incident management

AI tools

On-call support

Herramientas

Intune

Autopilot

Patch management

Ticketing systems

Descripción del empleo

Eleven Recruiting is seeking a Service Desk Analyst for a global investment firm in Houston, TX. This hybrid role requires 3 days on-site and involves Level 1–2 IT support for users worldwide, focusing on Windows 365, Microsoft 365, Intune, and AI tooling integration.

You will troubleshoot hardware/software issues, manage inventory, support collaboration tech, and participate in after-hours on-call rotations. Strong communication and a proactive, detail‑oriented approach are essential.