Service Desk Analyst I – Onsite Support (Mon-Fri 8am-5pm CST)

About the role

We are looking for a technically skilled, customer‑focused Service Desk Analyst I to provide both onsite and remote support to end users in the Houston area. The role ensures the performance and reliability of IT systems by resolving technical issues promptly and supporting device deployment.

Key responsibilities

• Provide onsite and remote Tier 1 and Tier 2 support for hardware, software, and network issues.
• Troubleshoot desktops, laptops, mobile devices, label and network printers, and peripherals.
• Perform imaging and re‑imaging of devices using PXE Boot and USB drives.
• Deploy and configure IS devices according to organizational standards.
• Assist users with application setup, configuration, and troubleshooting.
• Document incidents, solutions, and procedures in the IT ticketing system.
• Collaborate with other IT teams to escalate and resolve complex issues.
• Educate users on IT best practices and self‑service tools.
• Support the end‑user community Monday‑Friday 8 a.m.–5 p.m. CST and rotate weekend coverage every five weeks.

Required profile

• 2+ years of experience in a Service Desk or IT Support role, preferably onsite.
• Strong knowledge of Windows OS and enterprise applications.
• Hands‑on experience with imaging tools and deployment processes (PXE Boot, USB).
• Familiarity with Active Directory and administrative account management.
• Excellent troubleshooting, communication, and customer‑service skills.

Required skills

• Windows operating system
• PXE Boot imaging
• USB‑based device imaging
• Active Directory
• ServiceNow or Jira Service Desk (ITSM tools)
• TCP/IP, DNS, DHCP networking concepts

What we offer

• Hourly salary range $16.83 – $24.04 (USD) based on experience and qualifications.
• Comprehensive benefits package including medical, 401(k), employee stock purchase program, and paid time off.
• Opportunities for professional growth and certification support.