Senior IT Service Desk Lead

PROENERGY; Houston (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Life/Disability Insurance

401K plan

Paid holidays

Paid time off

Job summary

PROENERGY in Houston is seeking a Senior Service Desk Analyst to provide advanced technical support for complex end-user issues across its global operations. The role includes mentoring junior analysts and maintaining high service quality standards.

As the lead technical resource, you will guide knowledge transfer, establish enterprise helpdesk standards, and advise IT leadership on user experience and emerging technologies.

Qualifications

• US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
• Successful candidate will need to satisfactorily complete pre-employment drug screen and background
• Must be able to speak, read, and write English fluently.
• Bachelor’s degree in Information Technology, Computer Science, or related field (Associate’s degree with equivalent experience considered)
• 5+ years of progressive helpdesk or end-user support experience, including responsibility for system/process design or policy input.
• Demonstrated ability to lead projects or initiatives within IT support
• Experience in manufacturing, energy, or industrial environments preferred
• Demonstrated experience mentoring or training junior technical staff

Responsibilities

• Provide Level 2 technical support for complex hardware, software, and network connectivity issues across global operations
• Troubleshoot advanced Windows, macOS, and mobile device problems requiring specialized knowledge and expertise
• Resolve complex Microsoft 365 issues including Exchange Online, SharePoint, Teams, and OneDrive for global workforce
• Support VPN connectivity, remote desktop, and virtual collaboration technology problems for field operations
• Diagnose and resolve printing, peripheral, and hardware compatibility issues in office and industrial environments
• Coordinate with infrastructure teams for server, network, and application-related user problems affecting business operations
• Evaluate recurring issues and implement preventive measures, standards, or process changes
• Advise IT leadership on technology configurations, policies, and long-term service desk strategies
• Support specialized engineering software and industrial applications used in energy operations
• Lead technical training sessions on new technologies, applications, and support procedures

Job description

PROENERGY in Houston is seeking a Senior Service Desk Analyst to provide advanced technical support for complex end-user issues across its global operations. The role includes mentoring junior analysts and maintaining high service quality standards.

As the lead technical resource, you will guide knowledge transfer, establish enterprise helpdesk standards, and advise IT leadership on user experience and emerging technologies.