Help Desk & Desktop Support Analyst

Location: Quintana, TX – On-site

Contract Duration: 8-9 months with a possibility of extension

Pay Rate: $34-39/hour

Requirement: Must have or be able to acquire a Transportation Worker Identification Card (TWIC)

Job Title: Help Desk & Desktop Support Analyst

Job Summary:

We are seeking a skilled and customer-focused Help Desk & Desktop Support Analyst to provide timely technical support, troubleshoot end-user issues, and ensure seamless IT operations across multiple locations. This hands-on role involves assisting employees with hardware and software concerns, maintaining IT documentation, and contributing to the development of help desk policies. The ideal candidate thrives in a team-oriented, client-centered environment.

Primary Responsibilities:

• Manage and document user requests using the IT service desk system, ensuring timely resolution and high customer satisfaction.
• Provide remote and in-person support for hardware and software issues on desktops, laptops, handheld devices, printers, and other peripherals.
• Collaborate with team members to ensure consistent coverage, including occasional travel to other locations as needed.
• Maintain clear communication with users regarding issue status, estimated resolution times, and necessary follow-ups.
• Escalate complex issues to subject matter experts (SMEs) as appropriate.
• Assist with data backup procedures to ensure system integrity.
• Maintain inventory and organization of spare hardware components at company sites.
• Track and document hardware disposal processes.
• Provide end-user training on IT systems, applications, and best security practices.
• Create and update troubleshooting documentation and help desk scenarios.
• Adhere to all IT policies and security guidelines.
• Obtain and maintain a Transportation Worker Identification Card (TWIC) as required.

Required Qualifications & Experience:

• 3 years of experience in IT support, including:
• Computer service
• Customer support
• Enterprise IT support
• Help desk system administration
• Associate degree in Computer Science or equivalent 2 years of experience.

Preferred Qualifications:

• Experience working in an industrial or plant-site environment.
• Microsoft Certified Professional (MCITP or higher).
• A Certification.

Work Environment & Physical Expectations:

• Office-based role with occasional on-site support at industrial facilities.
• Frequent use of computers, phones, and standard office equipment.
• Ability to lift and move up to 50 lbs. without assistance.
• Must be able to walk, stand, bend, stoop, kneel, and reach as required.
• Exposure to indoor/outdoor conditions, including varying temperatures and mechanical/electrical environments.
• May require travel between company locations.

Health, Safety & Environmental (HSE) Responsibilities:

• Support and comply with HSE policies and management systems.
• Prioritize safety in all tasks and actively participate in routine inspections.
• Ensure safe operating conditions within designated areas of responsibility.

Required Technical Skills:

• Experience with enterprise network and telecommunications systems.
• Proficiency in Active Directory, Windows Networking, and Windows OS.
• Experience with SCCM for software deployment and system imaging.
• Knowledge of TCP/IP, DNS, VPN, Citrix, Exchange, BitLocker, CommVault, and other enterprise technologies.
• Familiarity with RSA Secure ID, AirWatch, Boxer, Lansweeper, and GoToAssist.
• Strong troubleshooting and analytical skills.
• Experience with Microsoft Office and document management systems (e.g., OpenText Content Server).
• Ability to adapt to new technologies and continuously improve IT processes.

Soft Skills & Attributes:

• Strong interpersonal skills with the ability to effectively communicate across all levels of an organization.
• Excellent problem-solving abilities and attention to detail.
• Ability to work independently while also collaborating in a team environment.
• Strong time management and ability to prioritize tasks effectively.
• A proactive approach to identifying and resolving IT issues.