Service Desk Analyst

Eleven Recruiting; Houston (TX); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Eleven Recruiting is seeking a Service Desk Analyst for a global investment firm in Houston, TX. This hybrid role requires 3 days on-site and involves Level 1–2 IT support for users worldwide, focusing on Windows 365, Microsoft 365, Intune, and AI tooling integration.

You will troubleshoot hardware/software issues, manage inventory, support collaboration tech, and participate in after-hours on-call rotations. Strong communication and a proactive, detail‑oriented approach are essential.

Qualifications

• 5+ years of professional IT support experience.
• Financial services experience preferred or strong technical skills and willingness to go above and beyond.
• Strong knowledge of Windows and Microsoft 365.
• Working knowledge of hybrid Active Directory and Entra ID.
• Experience with Intune device management and Windows Autopilot.
• Experience with software deployment tools and patch management.
• Experience supporting AI platforms such as Claude and Microsoft Copilot.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
• Strong troubleshooter, quick learner, independent work style.
• PowerShell and automation enthusiasm.
• Root-cause mindset and attention to detail.
• Excellent communicator with urgency and client focus.

Responsibilities

• White-glove support for Houston users in-person and Calgary users.
• Level 1 and 2 support for users worldwide.
• Track, prioritize, document, and resolve incidents and service requests.
• Build, deploy, and maintain laptops, desktops, and Intune-managed devices.
• Support Microsoft 365 and Windows 365.
• Own and resolve complex hardware, software, and connectivity issues; escalate when needed.
• Coordinate moves, adds and changes for users and equipment.
• Manage, maintain, and audit hardware and software inventory.
• Support conference rooms, video conferencing, and VoIP systems.
• Provide technical guidance and end-user training.
• Develop and document processes, procedures, and knowledge base articles.
• On-call rotation including after-hours and weekends.

Skills

Windows

Microsoft 365

Active Directory

Entra ID

Intune

Autopilot

PowerShell

Automation

Networking

Troubleshooting

Communication

Incident management

AI tools

On-call support

Tools

Intune

Autopilot

Patch management

Ticketing systems

Job description

We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for best pay, diversity in tech, and best job-fit for every candidate we place.

Our client, a global investment firm, is seeking a Service Desk Analyst to join their team in Houston, TX (Hybrid, 3 days on-site)!

Responsibilities

• White-glove support for Houston (in-person) and Calgary users.
• Level 1 and Level 2 support to users worldwide.
• Track, prioritize, document, and resolve incidents and service requests through the ticketing system.
• Build, deploy, and maintain laptops, desktops, and Intune-managed mobile devices.
• Support Microsoft 365 and Windows 365.
• Own complex hardware, software, and connectivity issues / troubleshooting through resolution; escalating when appropriate.
• Coordinate moves, adds, and changes for users and equipment.
• Manage, maintain, and audit hardware and software inventory.
• Support conference rooms, video conferencing, and VoIP systems.
• Provide technical guidance and training to end users.
• Develop and document processes, procedures, and knowledge base articles.
• On-call rotation required, including occasional after-hours and weekend support.

Qualifications

• Ideal candidate should have 5+ years of professional experience in an IT support role.
• Financial services experience strongly preferred; candidates without it must bring exceptional technical skills, a strong work ethic, and a willingness to go above and beyond.
• Strong knowledge of Windows and the Microsoft 365.
• Working knowledge of hybrid Active Directory (on-premises Active Directory and Entra ID).
• Experience with Intune device management and Windows Autopilot.
• Experience with software deployment tools and patch management.
• Experience supporting AI platforms such as Claude and Microsoft Copilot from an end-user perspective.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) and network security.
• Strong troubleshooter; quick learner and works independently.
• Working knowledge of PowerShell and a passion for automation.
• A root-cause mindset, solving the underlying problem rather than repeatedly fixing the symptoms.
• Exceptional attention to detail.
• Excellent communicator; high sense of urgency, and a professional, client-focused demeanor.

Nice To Have

• Experience at an energy-focused investment bank or financial services firm.
• Experience using AI tools to build workflows and automate processes.
• Familiarity with the ITIL framework and incident management.