Help Desk Analyst Tier I

Help Desk Analyst Tier I

Location:

The Woodlands, TX;

Schedule:

Monday through Friday, 8:00 AM – 5:00 PM (Full‑time). The base pay range is $21.00 per hour – $25.00 per hour; final pay will be based on skills and experience.

The Help Desk Analyst resolves routine to moderate customer service requests related to software and hardware issues.

• Answer, evaluate, and prioritize incoming telephone, email, and in‑person requests for assistance from users experiencing problems with hardware, software, networking, and other computer technologies.
• Handle problem recognition, research, isolation, resolution, and follow‑up for routine user problems, referring more complex issues to a supervisor or technical staff.
• Provide excellent customer service with problem resolution, establishing strong relationships with internal and external customers and ensuring timely, professional responses to all help desk requests.
• Log and track calls using IT service management software and maintain historical records and documentation.
• Assist in the installation of company computers, software, and peripheral equipment.
• Track and maintain an accurate inventory of computer equipment in the configuration management database.
• Analyze incidents and recommend ways to reduce the help line incident rate.
• Interact with software and hardware vendors to request service for defective products.
• Test software and hardware to evaluate ease of use and suitability for users.
• Perform basic Active Directory and Exchange administration.
• Work within key Elevate
  
  PFS processes to achieve greater efficiencies.
• Ensure the work area meets Elevate
  
  PFS’s policies and complies with federal and state privacy regulations such as HIPAA.
• Complete any other duties as assigned.

• Associate degree in technology and/or 1–2 years of related experience.
• Extensive knowledge of PC hardware and software support.
• 1+ year of Windows 10/11 operating‑system support or administration experience.
• Proficient in Microsoft Office, Office 365, and Windows.
• 1+ year of Active Directory experience.
• Help desk experience preferred.
• Excellent customer service skills (friendly, courteous, helpful).
• Strong written and verbal communication skills; able to interact professionally with colleagues, patients, clients, and vendors.
• Strong analytical and problem‑solving skills.
• Ability to multitask; excellent organizational and planning skills.
• Remote and hybrid positions require a reliable home internet connection that meets the company’s upload and download speed criteria.

• Medical, Dental & Vision Insurance
• 401(k) with 100% match for the first 3% and 50% match for the next 2%
• 15 days of paid time off (PTO)
• 7 paid holidays
• 2 floating holidays
• 1 Elevate Day (floating holiday)
• Pet Insurance
• Employee referral bonus program
• Team‑work culture with fun activities
• Career growth opportunities for promotion to higher roles

Elevate

PFS is an Equal Opportunity Employer.