IT User Support Analyst
$75,000–$90,000 year
On-site · Houston, Texas, United States
Job Summary
IT User Support Analyst responsible for second-level IT support for hardware/software escalations, assisting videoconference and collaboration technologies (Zoom/Teams), conducting new hire training, and participating in deployment projects (PC upgrades, server-room maintenance). Responsibilities include imaging computers, configuring IP telephones, moving/installing printers, firmware updates, asset tagging/inventory, and loaning equipment. Requires strong experience in Windows 11, Office 365, Active Directory, document management systems (e.g., NetDocuments), and familiarity with VPN/remote access tools; preferred skills include videoconferencing setup, public speaking/training, and knowledge of SCCM, Citrix XenApp, VMware Horizon, and related remote technologies. A four-year degree or equivalent preferred; excellent customer service, problem-solving, communication, and ability to multitask in a fast-paced environment. Must be able to work after hours/weekends on projects as needed.
Required Qualifications
- Minimum of 5 years software and hardware experience in a team-oriented IT structure
- Experience with desktops/laptops/iPad/iPhone/MAC, printers, and related peripherals
- Advanced knowledge of troubleshooting MS Office 365 Suite, Windows 11, Active Directory, NetDocuments or other document management systems, Intapp Time, internet/intranet, telephone/voicemail, Cisco IP Phones, Extension Mobility, email, and proprietary applications
- Prefer experience in videoconferencing setup, video bridging, and collaboration technologies (Zoom/Teams)
- Prefer experience delivering presentations or training classes
- Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote access technologies
- Microsoft Windows Defender, GlobalProtect, and other personal firewall software experience
- Experience with help desk ticketing systems
- A four-year degree or equivalent preferred
- Exceptional customer service and solution focus
- Strong analytical and technical troubleshooting skills
- Excellent written and verbal communication skills
- Strong work ethic, attention to detail and punctuality
- Creativity and collaboration skills
- Ability to work under minimal local supervision, independently, and as part of a project team
- Experience communicating with senior or executive-level managers
- Ability to adjust work schedule for on-call support or overtime
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