Service Desk Analyst

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.

• 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-tos, 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.

• 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.