Service Desk Technician

Insight Global; Houston (TX); Hybrid; USD 37,195 - 50,971; Full time

Benefits offered by this job

Vision insurance

Medical insurance

Job summary

A leading IT services firm is seeking a Service Desk Analyst 3 in Houston. This role involves resolving IT issues through various channels, managing hardware and software inventories, and providing exceptional customer service. The ideal candidate has 3-5 years of technical support experience and must be well-versed in Microsoft technologies. Offers competitive pay and a hybrid working model following training.

Qualifications

• 3-5 years of experience in a technical support role.
• Proven skills in troubleshooting IT hardware.
• Excellent customer service skills essential.

Responsibilities

• Log and process support calls, emails, and service requests.
• Manage local inventory of IT assets.
• Provide support within Microsoft 365 and InTune.

Skills

Technical support

Customer service

Microsoft technologies

PC troubleshooting

Education

Associates Degree

Tools

Microsoft Office/Office365

Windows 10

Active Directory

Job description

Overview

The Service Desk Analyst 3 is an IT support professional with technical capability to resolve IT related issues via email, phone, remote access and in person.

Base pay range

$27.00/hr - $37.00/hr

This is onsite in Houston, Texas - 5 days a week during training period then move over to hybrid, 3 days a week onsite

6 month contract to hire - $27-37/hr while on contract

Responsibilities

• Logging and processing support calls, emails, and service requests
• Participate in an onsite rotation to ensure that we have hands-on Desktop Support coverage throughout business hours
• Resolving access related problems such as password, account lockouts etc
• Setting up accounts for staff and approved contractors, ensuring that they know how to log in
• Respond to, investigate diagnose and resolve software issues raised on ServiceDesk+
• Maintaining records for assets such as Hardware, software licenses, consumables and other supplies
• Perform employee desk moves, hardware teardowns and buildups (Install, Move, Add, Change) as assigned based upon effective dates and time requirements designated by the business
• Build and install employee computer equipment & perform imaging/updates
• Manage the local inventory (new equipment, reclaimed equipment, loaner device management, deployment, and disposal) in accordance with global procedures
• Perform major incident management duties when required to do so
• Take active participation in all desktop projects and assist in their implementation, user adoption and training
• Provide support and administration within Microsoft 365 and InTune

Qualifications

• Associates Degree; experience will be considered in lieu of a degree
• 3-5 years of experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills.
• 2+ years’ experience with Microsoft technologies, including Windows 10 Operating Systems, Microsoft Office/Office365, Active Directory, Intune, and Exchange Management Console
• Must have excellent customer service skills including being proactive, friendly, and approachable while maintaining composure in tense, high-pressure situations

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service and Information Technology

Industries

• Industrial Machinery Manufacturing and Manufacturing

Benefits

• Vision insurance
• Medical insurance