Service Desk Analyst

Connection
United States, Texas, Houston
Jun 11, 2025
Service Desk Analyst Imagine finding a career where you’re rewarded for doing what you do best—helping others. Houston, TX CONNECTION At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose. https://www.connection.com/ keywords: position summary,support,technical,performance,education & experience,skills Full Time $30.00/Hr. - $34.00/Hr. Overview: Connection has a fantastic opportunity through our Technical Staffing division for a Service Desk Technician in Houston, TX. As a Service Desk Technician, you’ll be the first line of support for our employees across all divisions. Your role is critical to ensuring end-user technology works seamlessly so teams can focus on what they do best. From troubleshooting hardware issues to configuring software and deploying new systems, you’ll provide prompt, effective, and friendly technical support—onsite and remotely. Responsibilities: Deliver high-quality, Tier 1 support for computer hardware, software, and peripherals via phone, email, Service Desk Portal, or in person. Maintain timely response and resolution to service tickets based on established Service Level Objectives (SLOs). Analyze and troubleshoot issues to ensure optimal system performance and user productivity. Install, configure, and deploy systems and peripherals for new hires and tech refresh cycles. Collaborate with Service Desk team members to solve complex issues and share solutions for continuous improvement. Maintain and update user accounts, security permissions, and access groups in Active Directory. Document processes, how-to's, and troubleshooting steps in the internal knowledge base. Respond to off-hours alerts and critical issues as needed to maintain uptime. Promote a safe working environment by following all safety protocols and reporting concerns. Entity of type com.vizirecruiter.common.domain.model.Label with id: 484 Requirements: Associate degree in Computer Science or equivalent certifications (CompTIA, Microsoft, etc.). 2+ years of IT support or Service Desk experience. Strong knowledge of Windows OS, Microsoft 365, MS Teams, and endpoint hardware (laptops, desktops, tablets, printers). Familiarity with ticketing systems like Service Desk Plus is a plus. Excellent customer service and interpersonal skills—you can communicate with everyone from interns to executives. Bilingual in English and Spanish is a plus. Organized, adaptable, and able to work both independently and collaboratively. Willingness to wear required PPE (personal protective equipment) when visiting specific job sites.