Job Description

The Service Desk Analyst III is responsible for a wide range of daily tasks aimed at ensuring smooth IT operations and excellent customer service for MSP customers. This role involves direct interaction with customers to address support issues and service requests through various communication channels, including email, phone, and in-person. The Service Desk Analyst III coordinates with team members to ensure timely resolution of incidents and maintains service status updates to ensure customer satisfaction.

Key responsibilities include configuring, deploying, managing, and maintaining equipment and inventory, as well as installing and maintaining both hardware and software deployments. The Service Desk Analyst III provides desktop and infrastructure support, coordinates with carriers, service providers, and vendors to resolve issues, and develops and maintains vendor relationships. Additionally, the Service Desk Analyst III offers technical assistance during mergers and acquisitions, develops and maintains support and operational processes, and configures and maintains management and monitoring systems.

Strong time management, written and verbal communication skills, including the ability to communicate with individuals at all levels of the organization, are essential along with the ability to work as part of a team. All members of the team are expected to actively participate in the team environment, communicate with customers in a professional and service-oriented manner, and identify process improvement and optimization opportunities. As the company continues to grow, members must be able to handle changing priorities, new challenges, and multi-tasking.

Key Responsibilities

• Work directly with customers on support issues and service requests via email, phone and in-person.
• Provide effective and efficient solutions to technical issues across a range of proficiency levels (up to L3).
• Consider creative and proactive solutions in the service you provide to end users.
• Coordinate with team members to ensure timely resolution of incidents.
• Ensure customer satisfaction by maintaining service status updates.
• Configure, deploy, manage, and maintain equipment and inventory.
• Install and maintain hardware deployments.
• Install and maintain software deployments.
• Provide desktop and infrastructure support.
• Coordinate with carriers, service providers and vendors to correct issues.
• Develop, manage, and maintain vendor relationships.
• Provide technical assistance during mergers and acquisitions.
• Develop and maintain support and operational processes.
• Configure and maintain management and monitoring systems.
• Execute and support office moves.
• Support Oil and Gas field personnel including those on remote drilling rigs and production offices.

Work Site

• Hybrid, Onsite 3 days/week.

Experience, And Educational Requirements (Minimum Qualifications)

• Bachelor's Degree in related field or equivalent experience required.
• Minimum of 5 years in an IT Support/Analyst role for a Managed Services Provider (MSP).
• Proficient in Microsoft Office Suite.
• Working knowledge of Windows Server 2012 and later.
• Working knowledge of Active Directory services.
• Proficient scripting/development skills in PowerShell and Visual Basic.
• Experience with monitoring and alerting system configuration and management.
• Proficiency in administration of Office 365 and Azure (other cloud hosting experience a plus but not required).
• Working knowledge of networking protocols and components (DHCP, DNS, etc.).
• Experience with virtualization technologies including VMWare, Hyper V, VDI and Windows Virtual Desktop.
• Oil and gas industry experience is preferred but not required.
• Ability to work in a fast-paced, high energy technical environment.
• High attention towards detail.
• Advanced analytical and problem-solving skills.
• Strong work ethic and excellent organization skills.
• Exceptional oral and written communication skills.

Physical Requirements & Working Conditions

• Sitting/Standing/Flexibility: Ability to sit for extended periods (8 hours or more) in an office environment.
• Ability to travel to client location.
• Communication Skills (Speech/Reading): Proficiency in speaking, reading, and writing in English. Ability to understand and deliver instructions in multiple formats, including written and verbal.
• Lifting Requirements: Ability to lift and move items weighing up to 40 pounds as needed.
• Vision/Hearing Abilities: Capability to interpret a range of instructions presented in various formats (written, verbal, diagram, or schedule).

Other Requirements

• Ability to manage multiple responsibilities and deadlines effectively.
• Comfortable with shifting priorities and able to work in a fast-paced, evolving environment.
• Aptitude to learn new technology, products, and concepts.
• Must be based in Houston, Texas.
• Must be eligible to work for ANY employer in the United States (H1B sponsorship not available at this time).