Help Desk IT Analyst

TG Natural Resources is seeking a Help Desk IT Analyst to deliver first-tier support for day-to-day technology needs across the Houston office and the broader workforce. In this onsite role, you will troubleshoot common hardware and software issues, support remote users through Azure Virtual Windows Desktops, and help maintain a responsive service experience for internal staff.

What you will do

• Provide front line help desk support for laptop, desktop, phone, printer, copier, and other business-provided technology solutions
• Troubleshoot and resolve issues in a Windows 11 and Office 365 environment
• Troubleshoot and resolve issues for Azure Virtual Windows Desktops used by remote employees
• Serve internal staff with timely, friendly, quality IT support
• Perform personal computer troubleshooting and follow defined resolution support processes
• Prioritize and analyze customer requests, then route help desk cases to the appropriate support group as defined by IT management
• Follow up with support staff and business users to help ensure timely and satisfactory issue resolution
• Log and track calls, emails, and verbal requests in the help desk software management tool to maintain historical reports
• Handle application software maintenance, including installing and testing software patches and upgrades following the change management process
• Maintain and periodically audit an inventory of company information technology assets
• Conduct training and develop training content and job aids for employees and staff augmentation team members
• Provide Executive support for meetings, conference rooms, and remote dial-in
• Prepare technical reports, correspondence, and other documents, including general administrative support such as maintaining records
• Be available 24/7 for critical system-related problems
• Perform other IT support functions as assigned

What you bring

• Minimum 5 years of hands-on professional experience configuring, deploying, troubleshooting, and administering Windows desktop operating systems
• Bachelor’s degree and Windows certification preferred, or equivalent experience
• Experience independently resolving moderately complex PC hardware and software problems
• Ability to write business correspondence, knowledgebase articles, and training materials
• Advanced knowledge of MS Office applications including Outlook, Word, Excel, Access, and PowerPoint
• Motivation to work independently and in teams with limited supervision
• Effective communication across technical and non-technical audiences at multiple organizational levels
• Strong attention to detail and a rigorous focus on delivering quality output
• Ability to work in a fast-paced organization and multi-task
• Strong customer service attitude and focus

Tools and technologies

• Windows 11
• Office 365
• Azure Virtual Windows Desktops
• MS Office (Outlook, Word, Excel, Access, PowerPoint)

Location and working conditions

This position is onsite in Houston, TX 77002. The role is classified as light physical work in an office setting, involving sitting with intermittent stooping, walking, and standing. Occasionally, lifting, carrying, pushing, or pulling 10-25 pounds may be required.