ICDS Analyst

Asurion; Houston (TX); On-site; USD 52,000 - 75,000; Full time

Job summary

Asurion in Houston, TX seeks a Desktop Support Analyst to provide advanced end-user support across hardware, operating systems and enterprise apps. You will resolve escalated incidents, lead root-cause analyses, deploy standard endpoint images, and mentor junior technicians.

You will collaborate with infrastructure and security teams to implement improvements, manage vendor escalations, and ensure timely service restoration while maintaining compliance and security practices.

Qualifications

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

Responsibilities

• 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.

Skills

Windows administration

macOS administration

Active Directory management

Endpoint management tools

Networking fundamentals

Scripting for automation

Security and compliance

Education

Associate degree or equivalent experience

Bachelor's degree in Information Technology

Tools

Endpoint management tools

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