Helpdesk Analyst — Job Description

Role: Helpdesk Analyst

Work Location: Houston, TX (100% onsite for first 4-6 weeks, then 2 days remote per week)

Number of Positions: 1

Position Type: Direct-Hire, Full-Time

US CITIZENS AND GREEN CARD HOLDERS ARE ENCOURAGED TO APPLY. WE ARE UNABLE TO PROVIDE SPONSORSHIP AT THIS TIME.

LOCAL CANDIDATES ONLY OR THOSE WILLING TO RELOCATE AT OWN EXPENSE. THERE WILL BE NO RELOCATION ASSISTANCE PROVIDED.

COMPANY DESCRIPTION:

Our client is a multi-location organization with approximately 600 employees, 550 workstations, and 250+ mobile devices across 13+ sites throughout the United States. Their internal IT team operates a white-glove helpdesk that consistently maintains above 98% customer satisfaction in end-user surveys. The team supports everyone from front-line staff to business owners, plant managers, VPs, and C-level executives, making communication and professionalism just as important as technical ability.

JOB SUMMARY

The Helpdesk Analyst serves as the first point of contact for end-user technical support across 13+ U.S. locations, both locally and remotely. This role requires a blend of strong technical skills and exceptional people skills — approximately 80% of the job is ensuring end users feel heard, informed, and supported, whether their issue is resolved on the spot or an alternate solution is offered. The ideal candidate is a highly motivated self-starter who can juggle multiple priorities while delivering white-glove service to users at every level of the organization, from front-line employees to C-suite executives.

DUTIES & RESPONSIBILITIES

•       Triage and resolve helpdesk tickets via the ticketing system, ranging from password resets to complex troubleshooting of certificate issues and VPN clients.

•       Deploy, image, configure, and troubleshoot new and existing hardware including laptops, desktops, printers, scanners, and mobile devices (purchasing, supporting, troubleshooting, replacing, and configuring as needed).

•       Provide remote support to users across 13+ U.S. locations via LogMeIn and Teams meetings, supporting approximately 600 employees, 550 machines, and 250+ mobile devices (AT&T and Verizon).

•       Administer and support Active Directory, Azure AD, Microsoft 365, and Microsoft Teams environments.

•       Perform Intune administration tasks including device enrollment, policy configuration, and endpoint management.

•       Support and troubleshoot video conferencing platforms (Webex, Teams) on a daily basis, including meeting setup and real-time issue resolution.

•       Provide in-depth support for Windows 11, including imaging, deployment, and ongoing troubleshooting.

•       Support, troubleshoot, and maintain all types of print, copy, and scan devices.

•       Provide support for iOS and Android mobile devices, including configuration, troubleshooting, and carrier coordination.

•       Maintain a high standard of customer satisfaction, consistently meeting or exceeding the team's 98%+ average on helpdesk surveys.

•       Communicate clearly and proactively with end users throughout the resolution process, keeping them informed of status, next steps, and expected timelines.

REQUIREMENTS

Experience:

•       1–3 years of IT helpdesk or desktop support experience.

•       Preference for candidates who have spent 1–3 years with only 1–2 employers, demonstrating stability and commitment.

·      Degree strongly preferred

·      Bilingual preferred

Technical Skills:

•       Active Directory / Azure AD / Microsoft 365 / Microsoft Teams — working experience required.

•       Intune administration — hands-on experience required.

•       Webex, Teams, and video conferencing — in-depth knowledge of support and troubleshooting.

•       Microsoft Office 365 / Teams — in-depth knowledge.

•       Windows 11 — in-depth knowledge of supporting, troubleshooting, and imaging.

•       Print / Copy / Scan — familiarity with all types of devices.

•       iOS and Android — device support and troubleshooting experience.

Soft Skills:

•       Highly motivated self-starter with a strong work ethic.

•       People-oriented professional who is not afraid of a high-volume workload and can effectively juggle and manage multiple priorities.

•       Strong communication and time-management skills — essential for delivering white-glove service to executives and end users alike.

•       Ability to maintain composure and professionalism when supporting business owners, plant managers, VPs, and C-level executives.

BENEFITS

401k with matching, pension plan, excellent health insurance