Desktop Support (Intermediate)
Houston, TX, United States
On behalf of our client, Procom Services is seeking an End User Support Analyst.
6-month contract with potential for extension/hire
Hybrid work schedule is REQUIRED - Houston, Texas 77077
Duties includeproviding technical support and assistance to internal employees and end-users. This role involves troubleshooting, diagnosing, and resolving software, hardware, and network-related issues. The analyst works closely with the IT Service Desk to ensure a seamless and efficient user experience.
Essential Duties and Responsibilities:
Provide support and resolve end-user computing issues with minimal supervision
Respond to incidents and service requests for Workstation Services
Document work logs and ticket resolutions for team reference
Analyze incidents and escalate if a corporate-wide solution is required
Develop knowledge base articles based on incident resolutions
Assist with problem management
Perform basic hardware and software installations, configurations, and maintenance
Provide step-by-step guidance to resolve technical issues
Escalate complex issues to appropriate IT specialists
Analyze common user issues to identify improvement areas
Proactively communicate IT system updates and changes
Assist in developing end-user training materials
Collaborate with other IT teams for consistent support
Stay up-to-date with new technologies
Required Skills and Experience: Associate's or Bachelor's degree in Computer Science, IT, or related field
2-3 years in technical support or help desk role
Strong troubleshooting and problem-solving skills
Proficient in Microsoft Office 365, desktop OS, and business software
Excellent verbal and written communication skills
Quick learner, able to apply creative solutions
Prioritization and multitasking skills
Customer-focused mindset
Flexibility in a dynamic, fast-paced environment