Help Desk Analyst

This contract Help Desk Analyst role with ENGIE North America is an onsite position in Houston, TX that provides technical support to office-based computer users. Responsibilities include imaging laptops, migrating users, hardware deployments, cross-domain and multi-system support, and delivering proactive, customer-focused incident resolution. The position carries an hourly rate of USD 30.

Responsibilities

• Provide technical assistance to ENGIE North America staff regarding computing issues in an office environment, including password resets, hardware faults, and application or device problems.
• Image and configure laptops for users.
• Migrate user accounts and data as needed.
• Coordinate hardware deployments.
• Support activities across multiple domains.
• Provide support across multiple systems.
• Respond to internal inquiries and resolve technical problems.
• Apply a customer-focused approach to delivering help and solutions.
• Collaborate with users to assess computing needs and place hardware orders as appropriate.
• Prioritize requests by severity and business impact.
• Conduct root cause analyses and implement preventive measures to ensure lasting resolution.
• Take ownership of critical incidents with proactive updates and thorough follow-through.
• Maintain accurate contact and alert lists for team and customer communications.
• Assist in developing help desk processes and procedures to support the team and operations.

Requirements

• Bachelor's degree in business administration, computer science, information systems, or a related field, or an equivalent combination of education and experience.
• At least three years of experience servicing or supporting personal computers and networks.
• Technical degree or certifications in computer hardware or networking, or equivalent work experience.
• Knowledge of WAN connectivity issues.
• Experience with Windows 10/11, Oracle, Microsoft Office 365, remote access solutions, VPNs, and basic networking.
• Familiarity with standard desktop configuration processes and typical help desk procedures.
• Experience supporting multi-tiered applications.
• Previous experience supporting a call center population and/or providing desk-side support is desirable.

Technologies

• Windows 10/11
• Oracle
• Microsoft Office 365
• Remote access
• VPN
• Basic networking

Why ENGIE?

ENGIE North America is actively advancing the Zero-Carbon Transition by developing renewable and efficient energy solutions that are accessible to all.

Why This Matters To Us

ENGIE is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. Reasonable accommodations are available upon request for individuals with disabilities.