ICDS Analyst

Location: Houston, TX

The Desktop Support Analyst provides advanced end-user support across hardware, operating systems, and enterprise applications. This role resolves complex incidents, leads root-cause analysis, and drives standardization of endpoint configurations and processes. The analyst mentors junior technicians, contributes to knowledge base content, and collaborates with infrastructure and security teams to implement improvements.

Responsibilities include managing escalations, coordinating with vendors, and ensuring timely service restoration and high customer satisfaction while adhering to compliance and security practices.

• Resolve escalated desktop and application issues.
• Perform root-cause analysis for recurring incidents.
• Deploy and maintain standard endpoint images.
• Document solutions and update knowledge base.
• Coordinate hardware repairs and vendor support.
• Mentor and guide support team members.

• Windows and macOS administration expertise.
• Active Directory account and group management.
• Endpoint management tools proficiency.
• Networking fundamentals and troubleshooting.
• Scripting for automation and diagnostics.
• Security and compliance best practices.

• Clear, customer-focused communication.
• Prioritization in fast-paced environments.
• Collaborative cross-functional problem solving.
• Ownership and follow-through on commi