Helpdesk Analyst

Job Title:

Helpdesk Analyst Location:

Houston, TX

Duration:

6 to 12 Months Contract+ Job Summary Client is seeking a detail-oriented and customer-focused Helpdesk Analyst to support end-users with technical issues and ensure smooth IT operations. The ideal candidate will provide first-level technical support, troubleshoot hardware/software issues, and deliver excellent customer service in a fast-paced financial environment. Key Responsibilities Serve as the first point of contact for all IT support requests via phone, email, or ticketing system Diagnose and resolve hardware, software, network, and application issues Log, track, and manage incidents using a ticketing system (e.g., ServiceNow, Remedy, Jira) Provide support for: Windows OS and Office 365 applications Desktop/laptop hardware and peripherals VPN and remote access tools Banking/financial applications (preferred) Escalate complex issues to L2/L3 support teams as required Perform user account management (password resets, access provisioning, Active Directory updates) Assist with system installations, configurations, and upgrades Maintain accurate documentation of issues and resolutions Ensure compliance with IT security policies and financial regulatory standards Deliver excellent customer service and maintain strong communication with end-users Required Qualifications Bachelor s degree in IT, Computer Science, or related field (or equivalent experience) 2+ years of experience in IT Helpdesk/Desktop Support role Strong knowledge of: Windows Operating Systems Microsoft Office 365 Active Directory Basic networking concepts (TCP/IP, DNS, DHCP) Experience with ITSM tools/ticketing systems Excellent troubleshooting and problem-solving skills Strong communication and customer service skills Preferred Qualifications Experience in banking, credit union, or financial services domain Knowledge of cybersecurity best practices Certifications such as: Comp

TIA A+ ITIL

Foundation Familiarity with remote support tools (e.g., TeamViewer, AnyDesk)