IT Help Desk Analyst II - Remote & Onsite End-User Support

Audubon Companies; Houston (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Audubon Companies in Houston, TX is seeking a Help Desk / Service Desk Analyst II to join our team. You will provide frontline support to internal users via phone, remote management tools, and on-site assistance from our Houston office.

Responsibilities include desktop support, AD account management, device provisioning (iPads and smartphones), and ticketing system entry. Requirements include 2+ years in a help desk role (1 year minimum), experience with ticketing software, and a strong

Qualifications

• Bachelor's degree preferred but not required.
• Requires 2+ years of help desk technician experience.
• The minimum experience for this position is 1 year of relevant experience in a Service Desk environment.
• Experience with Active Directory account creation & password resets.
• Experience supporting and setting up iPads and smartphones.
• Experience using ticketing software.
• Proven track record of maintaining an 85-95% first call resolution rate.

Responsibilities

• Provide direct, telephone, and remote desktop support to internal company computer users courteously and professionally, following established procedures
• Installation, maintenance, and support of computer systems to ensure maximum uptime and optimal refresh intervals
• Capture and deploy system images
• Set up and maintenance of Active Directory accounts
• Record all support activities in the Service Desk ticketing system to ensure complete capturing of actions and results
• Understand and comply with all applicable Service Level Agreements, policies, and procedures
• Monitor all available ticket entry points to ensure tickets are being addressed efficiently
• Integrate with 3rd party deployment and support providers as required
• Complete other duties as assigned

Skills

Active Directory

Mobile devices

Ticketing software

First-call resolution

Education

Bachelor's degree preferred

Job description

Audubon Companies in Houston, TX is seeking a Help Desk / Service Desk Analyst II to join our team. You will provide frontline support to internal users via phone, remote management tools, and on-site assistance from our Houston office.

Responsibilities include desktop support, AD account management, device provisioning (iPads and smartphones), and ticketing system entry. Requirements include 2+ years in a help desk role (1 year minimum), experience with ticketing software, and a strong