IT Service Desk Analyst II

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 is currently seeking a Help Desk / Service Desk Analyst II to join our Team in our Houston, TX office. The Help Desk / Service Desk Analyst II will support over the phone, through remote management tools, and directly to end users. The ideal candidate is a team player with excellent interpersonal skills who is willing to assist in all areas.

PRIMARY 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

EXPERIENCE AND SKILLS REQUIREMENTS

• 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.

No Recruiters, please!

Equal Opportunity Employer/Veterans/Disabled

Working at Audubon

The Audubon Family of Companies provides professional consulting solutions to the energy industry. For over 25 years, our proven reputation for operational excellence and dedication to client satisfaction has helped us become a leading service provider to some of the biggest names in oil and gas. Our team of over 1,000 of the country's top professionals can deliver a full range of consulting services, from EPCM to field solutions and operational support.

At Audubon we are always growing, though we never lose sight of our commitment to excellence. Our focus on flexibility and our demand for unsurpassed quality control over continue to guide our growth as they have since our inception. We realize that service goes beyond plugging in a professional skill set. Service means flexibility. Service means understanding and solving project challenges in dynamic environments. Service means communication. We pride ourselves on providing the service of the quality which allows us to implement efficient solutions that deliver immediate value and long-term returns.

Our dedication to people requires an equal dedication to safety. Our rigorous safety program helps us maintain a safe and incident-free work environment from the desktop to the pipeline trench. Our people drive the quality and efficiency that have established Audubon as a leader in the oil and gas industry - their growth and safety are at the core of our business.

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