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Desktop Technical Analyst

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Job Title: IT Technical Analyst
Location: La Porte, TX
Duration: Contract, On-going 

Role Overview:
As an IT Technical Analyst, you will provide Tier 1 and Tier 2 support to internal users, resolving incidents, problems, and requests related to various technologies. You will work closely with end-users, addressing issues via phone, email, ticketing systems, and instant messaging. You will also participate in IT upgrades, troubleshoot hardware and software issues, and contribute to cost-saving initiatives.

Key Responsibilities:
  • Provide excellent customer service, engaging with users to resolve IT issues and follow up for timely resolutions.
  • Image and install PCs, assist with telephone installations, and troubleshoot issues related to wireless networks, printers, scanners, and mobile devices.
  • Support users utilizing Microsoft Active Directory for user account management.
  • Offer guidance to colleagues in resolving IT incidents, helping to maintain smooth workflows.
  • Identify and resolve technical issues related to software applications, hardware, and network systems.
  • Proactively identify areas for system improvements and communicate potential changes to senior leadership.
  • Ensure compliance with departmental guidelines and standards while performing your duties.
  • Assist in the migration of users to newer Windows versions (Windows 10, Windows 11).
  • Clearly document technical issues and resolutions for client reference.
  • Work efficiently within the company's ticketing system to log, track, and close incidents promptly.
 
Qualifications & Skills:
  • Excellent communication skills with a proven ability to interact effectively with clients through face-to-face, telephone, and electronic communication.
  • Solid understanding of computer support, troubleshooting, and IT systems.
  • Proficient in Windows 10, Windows 11, and Microsoft 365 (Outlook, Word, Excel, etc.).
  • Familiarity with Microsoft Active Directory, including user account creation, password management, and permission handling.

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