Service Desk Specialist - IS&T IT Services

Level 3 Service Desk Analyst

Location: Houston, TX

Employment Type: Contract-to-hire

Job Summary

The Level 3 Service Desk Analyst will serve as the escalation point for complex technical issues, ensuring seamless operation and support of business applications and IT systems. This role focuses on advanced troubleshooting, resolution of escalated incidents, and proactive system management to meet organizational SLA standards. The ideal candidate will demonstrate strong problem-solving skills, expertise in IT systems, and a commitment to delivering exceptional customer service.

Essential Duties and Responsibilities

Customer Service and Technical Support

• Provide advanced-level support for IT systems, business applications, and hardware issues.
• Act as the final escalation point for Service Desk and Help Desk teams, resolving complex technical problems efficiently.
• Respond positively and professionally to inquiries and complaints in person and remotely.

Incident Management

• Log and track escalated issues in the ServiceDesk system, ensuring thorough documentation and status updates.
• Triage and resolve escalated incidents, coordinating with specialized teams or vendors as needed.
• Analyze recurring issues, implement preventive measures, and contribute to knowledge base improvements.

Systems and Application Management

• Perform advanced troubleshooting for operating systems, Microsoft Office 365, Active Directory, and virtualized environments.
• Manage and administer access controls, user accounts, and system configurations.
• Support Virtual Desktop Infrastructure (VDI), VPN connectivity, and mobile device management (MDM).
• Automate routine tasks using scripting tools such as PowerShell.

Asset and Inventory Management

• Manage the lifecycle of IT assets, including procurement, inventory reconciliation, and secure disposal.
• Ensure timely deployment and refresh of assets to maintain operational efficiency.

Continuous Improvement

• Drive business improvements through technology by identifying and addressing systemic issues.
• Develop solutions to recurring problems and propose enhancements to current processes.

Qualifications and Experience

• Minimum 5 years of experience in a technical support role with demonstrated expertise in IT hardware and software troubleshooting.
• In-depth knowledge of:
• Microsoft technologies: Windows 10, Office 365, Intune, Active Directory, and Exchange Management Console.
• VDI and VMware environments.
• VPN troubleshooting and MDM administration.
• Experience with PowerShell scripting for task automation.
• Familiarity with ITIL standards and practices.
• Proven ability to prioritize and manage ticket queues effectively.
• Strong written and verbal communication skills.
• ITIL Foundation certification is a plus.

Benefits

• Competitive Pay
• Paid Time Off
• Long-Term Career Advancement Opportunities
• Comprehensive benefits, including Medical, Dental, Vision, and Disability insurance.
• 401(k) Retirement Plan

Work Environment

• Primarily desk-based with occasional physical activity, such as lifting up to 25 pounds.
• Fast-paced, collaborative work environment with opportunities for skill development.