Our client is seeking a Help Desk and Desktop Support Analyst to work within their facilities located in Quintana, Texas on a short term assignment.

Role Overview:

The Help Desk and Desktop Support Analyst will be responsible for providing technical support, troubleshooting issues, and ensuring the smooth operation of IT systems. This role involves assisting users with hardware and software concerns, maintaining IT documentation, and contributing to policy development for help desk and desktop support. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work collaboratively in a fast-paced, client-centered environment.

Primary Duties and Responsibilities:

Utilize in-house Help Desk solutions to record, update, and document requests using the IT service desk system, ensuring prompt handling and user satisfaction.

Provide technical support across multiple locations for a wide range of users.

Work with the Help Desk & Desktop Support team to provide backup coverage.

Offer end-user support in person or remotely via phone, email, or remote support tools for software and hardware issues related to desktops, laptops, handheld devices, printers, and more.

Maintain clear communication regarding ETA, potential impacts of repairs, and follow-ups to ensure issue resolution.

Escalate complex issues to subject matter experts (SMEs) when necessary.

Assist in data backup and integrity maintenance.

Ensure spare parts inventory is maintained at each site by following inventory control practices and organizing storage areas efficiently.

Update records of disposed hardware.

Provide end-user training and instruction on systems, applications, security best practices, and company IT policies to maximize productivity.

Create, update, and maintain documentation and Help Desk procedures for troubleshooting.

Adhere to all IT policies.

Minimum Qualifications and Experience:

3+ years of experience in computer service, customer support, enterprise support, and help desk system administration.

Minimum 2-year degree (preferably in Computer Science) or 2 years of equivalent experience.

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

Preferred Qualifications:

Plant-site experience.

Microsoft Certified Professional (MCITP or higher).

A+ Certification.

External Relationships:

Dell, Lenovo, Honeywell, Cisco, Open Text, AT&T, Microsoft, CDW, Verizon, GoToAssist.

Environmental/Working Conditions:

Operates in a professional office environment, possibly within or outside of an industrial plant setting.

Uses standard office equipment, including computers, phones, printers, and filing systems.

Possible exposure to varying weather conditions and industrial noise levels.

Physical Expectations:

Ability to stand, sit, and perform job functions throughout a full shift.

Ability to move across facility areas and handle equipment weighing up to 50 lbs.

Capability to wear necessary PPE equipment for job functions.

Required Knowledge/Skills/Abilities:

Experience with network and telecommunication systems in a large enterprise environment.

Proficiency in Active Directory, Windows Networking, Windows operating systems, SCCM software deployment, and system imaging.

Knowledge of TCP/IP, DNS, RSA Secure ID, VPN, Citrix, Exchange, AD, Bitlocker, and related technologies.

Strong troubleshooting and analytical skills.

Familiarity with document management systems (Open Text Content Server experience is a plus).

Excellent communication, time management, and interpersonal skills.

Ability to work independently while contributing to a collaborative team environment.