Senior Desktop Analyst

Position Summary

Pride International is seeking a Senior Helpdesk/Desktop Support Analyst for our Houston, TX office. This office supports 400 users locally. The successful candidate will have Hands On responsibilities and needs to be someone who is able to provide advanced technical support as well as work with and report to the Helpdesk/Desktop Support Manager. Strong experience and knowledge of Helpdesk/Desktop support is a must. The ability to build relationships, work with users on a daily basis, and multitasking will be a daily requirement of the position. The candidate must be outgoing, proactive and have excellent oral and written communication skills. The candidate must be able to work closely with all members of the technology team to support and develop the Infrastructure environment.

Position SpecificsProvide an advanced level of technical expertise to our corporate, executive and remote customers; 24/7 support rotation is requiredMaintain an advanced level of Helpdesk and Desktop support skillsSense of urgency to resolve support issues with drive and initiativeAbility to recognize critical issues and escalate them accordinglyAdvanced support of cell phones, Blackberrys and other devices requiring vendor assistancePerform confidential data recovery as instructed by Security group for audit purposesPerform installations and configuration of VPN on laptopsFacilitate office moves including PCs, phones, port changes, etc. (must be able to lift up to 50 lbs)Perform standard desktop technical activities in support of hardware and softwareEnsures security of inventory assetsSupport and setup of Video Conferencing equipment, projectors and WebEx sessionsSupport will include Dell desktops, laptops, HP printers, and interface of equipment to the networkPerform standard desktop technical activities in installing/support of hardware and softwareJob requires a professional individual with excellent communication and customer service skills, suitable for a corporate environment with senior executivesUpdating ICM (Change Management database used for ticketing of issues)Some administrative functions required; such as routing calls/tickets to proper person, functional team, etc.Individual should also have a strong team orientation, the ability to follow predefined support processes, and the initiative to propose efficiencies

Qualifications

Education:A bachelors degree or relevant work experience is preferred.

Professional Experience:

Skills Technical:Minimum of 4-6 years Desktop support experienceExtensive experience with Helpdesk support creating and maintaining processes, procedures, and standardsExtensive experience with Windows XP, Active Directory, Exchange, Outlook, MS Office, Anti Virus, Ghost or other desktop imaging platform, Citrix, MS Project, Visio, Adobe, Blackberry technology, Veritas Backup Exec, VoIP / NBX, Video Conferencing (Tandberg equipment), VPNWorking knowledge of Altiris/SMS or other similar SW distribution toolsSome scripting knowledge is preferredAdvanced desktop troubleshootingExperience with call tracking software similar to Remedy and PeregrineExperience supporting remote usersAdvanced network troubleshooting experience (TCP/IP, DNS, DHCP)Excellent communication, client relationship, and team building skillsAbility to train or lead less experienced team members regarding technical and customer service skillsAbility to work independently or as part of a teamGood client facing skillsShould find it easy to compartmentalize and prioritize issues and tasksMust possess multi-tasking skills with strong attention to detailShould be natural team player with capacity to integrate into Global IT teamExcellent at working under pressure and taking on responsibilityEnjoy the challenge of working in a small to medium sized office environmentSupport the possibility of occasional travel to other offices domestically or internationallyProvide timely resolutions to support requests while demonstrating customer care skills and practices

Skills Communication:Excellent oral and written communication skills in both a technical & non-technical environment.

Skills People:Professional individual with excellent customer service skills.

Licenses, Certifications, Credentials, and Other Requirements:Must pass pre-employment and random drug testsMCP, MCSE, A+, or MCDST would be highly desired

Department/Location Specific Requirements and CommentsThis position does not require any travelRelocation is NOT available

Pride International is an Equal Opportunity Employer

Pride International is an Equal Opportunity Employer.
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