ICDS Analyst

Asurion; Houston (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Asurion in Houston, TX seeks a Desktop Support Analyst to deliver advanced end-user support across hardware, OS, and enterprise apps. You will resolve escalations, perform root-cause analysis, deploy standard images, and contribute to the knowledge base while mentoring junior technicians.

You will collaborate with infrastructure and security teams to implement improvements, coordinate with vendors, and ensure timely service restoration with a strong focus on compliance and customer satisfaction.

Qualifications

• Resolve escalated desktop and application issues.
• Perform root-cause analysis for recurring incidents.
• Deploy and maintain standard endpoint images.
• Document solutions and update knowledge base.
• Coordinate hardware repairs and vendor support.
• Mentor and guide support team members.

Responsibilities

• Provide advanced end-user support across hardware, OS, and enterprise apps.
• Lead root-cause analysis and drive standardization of endpoint configurations.
• Mentor junior technicians and contribute to knowledge base content.
• Collaborate with infrastructure and security teams to implement improvements.
• Coordinate with vendors and ensure timely service restoration.
• Ensure compliance and security practices.

Skills

Clear, customer-focused communication

Prioritization in fast-paced

Cross-functional problem solving

Ownership and follow-through

Coaching and knowledge sharing

Education

Associate degree or equivalent experience

Five years desktop support experience

Experience handling Tier II/III escalations

Track record improving support processes

Tools

Active Directory management

Endpoint management tools

Scripting for automation & diagnostics

Networking troubleshooting

Job description

Title: Desktop Support Analyst Location: Houston, TX

The Desktop Support Analyst provides advanced end-user support across hardware, operating systems, and enterprise applications. This role resolves complex incidents, leads root-cause analysis, and drives standardization of endpoint configurations and processes. The analyst mentors junior technicians, contributes to knowledge base content, and collaborates with infrastructure and security teams to implement improvements. Responsibilities include managing escalations, coordinating with vendors, and ensuring timely service restoration and high customer satisfaction while adhering to compliance and security practices.

Essential Job Skills/Duties

• Resolve escalated desktop and application issues.
• Perform root-cause analysis for recurring incidents.
• Deploy and maintain standard endpoint images.
• Document solutions and update knowledge base.
• Coordinate hardware repairs and vendor support.
• Mentor and guide support team members.

Required Technical Skills

• Windows and macOS administration expertise.
• Active Directory account and group management.
• Endpoint management tools proficiency.
• Networking fundamentals and troubleshooting.
• Scripting for automation and diagnostics.
• Security and compliance best practices.

Required Soft/Leadership Skills

• Clear, customer-focused communication.
• Prioritization in fast-paced environments.
• Collaborative cross-functional problem solving.
• Ownership and follow-through on commitments.
• Coaching and knowledge sharing.

Required Education & Experience

• Associate degree or equivalent experience.
• Five years desktop support experience.
• Experience handling Tier II/III escalations.
• Track record improving support processes.

Preferred Education & Experience

• Bachelor's degree in Information Technology.
• Enterprise environment support experience.
• Project or rollout leadership experience.

Required Licenses/Certifications

• CompTIA A+ or equivalent.
• Microsoft 365 or Windows certification.

Preferred Licenses/Certifications

• ITIL Foundation certification.
• Jamf or Intune certification.

Supervisory Responsibilities

• No formal direct reports.
• Provides mentorship to technicians.

Travel Requirements

• Travels: Between local sites as needed.
• % of Time: Up to 10%.
• Overnight Travel: Rare, with notice.

Physical Demands & Working Conditions

• Stationary Position: Frequently
• Vision: 20/20 corrected vision
• Hearing: Receive detailed information if spoken to
• Pushing/Pulling/Reaching: Occasionally
• Lift/Carry Over: Up to 50 pounds
• Loud Noise: Occasionally
• Other Environmental: Typical office and data center

Asurionisa global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position.Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.