Sr. Service Desk Analyst

The Sr. Service Desk Analyst delivers advanced Level 2 support for complex end-user and enterprise technology issues across PROENERGY’s global operations. This onsite role in Houston, TX also functions as a technical escalation point, supports knowledge management, and mentors junior analysts to maintain consistent service quality.

Role Overview

In this position, you will troubleshoot complex hardware, software, networking, and collaboration challenges, including advanced Microsoft 365 support for a global workforce. You will coordinate with infrastructure teams on user-impacting server, network, and application issues, lead root cause analysis for systemic problems, and participate in major incident response to coordinate technical resources during service outages. The role reports to the Sr. Manager, Service Delivery and is located at 6401 North Eldridge Pkwy, Houston, TX 77041.

Responsibilities

• Provide Level 2 technical support for complex hardware, software, and network connectivity issues across global operations
• Troubleshoot advanced problems across Windows, macOS, and mobile devices requiring specialized knowledge
• Resolve complex Microsoft 365 issues including Exchange Online, SharePoint, Teams, and OneDrive
• Support VPN connectivity, remote desktop, and virtual collaboration technology for field operations
• Diagnose and resolve printing, peripheral, and hardware compatibility issues in office and industrial environments
• Coordinate with infrastructure teams on user problems involving servers, networks, and applications affecting business operations
• Evaluate recurring issues and implement preventive measures, standards, or process changes
• Advise IT leadership on technology configurations, policies, and long-term service desk strategies
• Support specialized engineering software and industrial applications used in energy operations
• Serve as a primary escalation point for junior analysts on complex technical issues
• Create and maintain detailed problem resolution documentation and knowledge base articles
• Coordinate with vendors and specialized technical teams for escalated issues impacting critical business systems
• Track and manage complex tickets through resolution, ensuring timely closure and customer satisfaction
• Conduct root cause analysis for systemic issues impacting multiple users or business operations
• Participate in major incident response and coordinate technical resources during service outages
• Develop and maintain helpdesk policies, procedures, and documentation to ensure consistency and compliance
• Analyze helpdesk performance metrics, identify trends, and recommend operational improvements
• Oversee knowledge management efforts, including troubleshooting guides, FAQs, and training resources
• Create user guides and self-service documentation for business applications and procedures
• Provide on-the-job training for new team members and deliver knowledge transfer sessions on new technologies and best practices
• Mentor and coach junior service desk analysts, including informal coaching and collaborative problem-solving
• Maintain accurate asset information and configuration details in IT management systems
• Support training documentation for energy sector-specific applications and compliance requirements
• Follow up with users to ensure complete satisfaction with resolution and service quality
• Support business continuity during critical operations and emergency response situations
• Participate in hiring activities, including technical interviews and skills assessments
• Contribute to annual performance assessments and support career development planning and certification guidance
• Represent the service desk at user meetings, technology rollout sessions, stakeholder meetings, and IT project rollouts
• Pilot new tools, evaluate results, and present recommendations for enterprise adoption
• Support compliance and audit activities related to IT service delivery and documentation

Required Qualifications

• US work authorization is a precondition of employment. PROENERGY will not consider candidates who require sponsorship for a work-authorized visa
• Successful completion of pre-employment drug screen and background check
• Must be able to speak, read, and write English fluently
• Bachelor’s degree in Information Technology, Computer Science, or related field (Associate’s degree with equivalent experience considered)
• 5+ years of progressive helpdesk or end-user support experience, including responsibility for system/process design or policy input
• Demonstrated ability to lead projects or initiatives within IT support
• Advanced knowledge of Windows 10/11 troubleshooting, administration, and enterprise deployment
• Strong proficiency with Microsoft 365 applications, cloud services, and collaboration platforms
• Working knowledge of macOS and iOS/Android device support in enterprise environments
• Experience with Active Directory and Group Policy for user account management in complex environments
• Familiarity with networking fundamentals, VPN technologies, and remote access solutions
• Basic understanding of server infrastructure, virtualization, and cloud computing concepts
• Knowledge of industrial computing environments and operational technology considerations
• Proficiency with ITSM platforms such as ServiceNow or Remedy
• Experience with remote support tools such as TeamViewer and Remote Desktop (including LogMeIn)
• Knowledge of asset management and inventory tracking systems
• Familiarity with monitoring and diagnostic tools for proactive issue identification
• Understanding of ITIL service management processes and best practices
• Exceptional customer service skills with patience, empathy, and professional demeanor
• Strong analytical and problem-solving abilities for complex technical issues
• Excellent written and verbal communication skills for technical and non-technical audiences
• Strong attention to detail and documentation skills for knowledge management
• Ability to work independently with minimal supervision while maintaining team collaboration
• Leadership potential and mentoring abilities for team development
• Understanding of energy sector operations and regulatory compliance requirements
• Knowledge of industrial control systems and operational technology environments
• Familiarity with global support operations and time zone coordination challenges
• Experience supporting business continuity and disaster recovery procedures

Benefits

• Medical, Dental, Vision, and Life/Disability Insurance at minimal cost to the employee
• 10 paid holidays
• Paid time off
• 401K plan
• Competitive pay

Target Metrics and Service Standards

• Maintain >85% first-call resolution rate for escalated technical issues
• Achieve average resolution time of <2 hours for Level 2 support issues
• Complete >95% of assigned tickets within established SLA timeframes
• Maintain customer satisfaction score of >90% for all handled interactions
• Create a minimum of 5 new knowledge base articles per quarter for team reference
• Maintain accurate documentation for 100% of handled tickets and customer interactions
• Achieve >95% accuracy rate on technical assessments and quality audits
• Successfully mentor minimum 2 junior analysts with measurable skill improvement annually

Desired Qualifications

• CompTIA A+ certification (required)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL 3 Foundation or higher level certification
• Additional vendor certifications (Apple, Google, Cisco, VMware) valued
• Industry-specific certifications related to energy or manufacturing sectors
• Experience with PowerShell scripting and automation for administrative tasks
• Knowledge of virtualization technologies and virtual desktop infrastructure (VDI)
• Understanding of mobile device management (MDM) platforms and enterprise mobility
• Familiarity with cloud computing platforms (Azure, AWS, Google Cloud)
• Experience with cybersecurity tools, endpoint protection, and security incident response
• Knowledge of backup and disaster recovery technologies and procedures
• Experience in global support operations with multi-site coordination
• Background in project management and process improvement methodologies
• Knowledge of compliance frameworks and audit support activities
• Experience with vendor management and technical escalation coordination
• Understanding of business analysis and requirements gathering processes
• Background in training development and curriculum design
• Experience leading technical projects or improvement initiatives
• Background in performance management and team development
• Knowledge of change management and organizational development
• Experience with budget planning and resource management
• Understanding of strategic planning and technology roadmap development

Relevant Technologies

• Windows 10, Windows 11, Windows; macOS; iOS; Android
• Microsoft 365, Exchange Online, SharePoint, Teams, OneDrive, Microsoft 365 cloud services
• VPN, remote desktop, TeamViewer, LogMeIn
• Active Directory, Group Policy, IT management systems
• ITSM platforms including ServiceNow and Remedy
• ITIL, monitoring and diagnostic tools
• Virtualization and cloud computing concepts