The IT Support Analyst will play a crucial role in the IT Department by assisting in troubleshooting and maintaining computer hardware and software. This position is centered around providing exceptional customer service while effectively resolving IT service requests. The analyst will be responsible for installing software, assisting with the onboarding and offboarding of staff members, and providing technical support for various IT-related issues. Additionally, the role includes maintaining company printers, mobile devices, and conference room equipment, along with other IT support duties. This position is based in Houston, Texas, and will report directly to the IT Manager. In terms of incident resolution, the IT Support Analyst will provide documented break/fix solutions to address interruptions or performance degradation issues with existing personal computing services. This includes a focus on personal and rugged purpose-built computing hardware, software, operating systems, applications, mobile connectivity, and associated peripherals. The analyst will troubleshoot and replace workstations, peripherals, or components, and will also handle software uninstallation/reinstallation and operating system reimaging. The role requires recognizing, documenting, and addressing more complex or systemic problems, collaborating with other technology support teams when necessary. Asset lifecycle management is another key responsibility, where the analyst will ensure timely and accurate updates of asset management records resulting from incident resolution, service request fulfillment, and physical inventory audits. This includes documenting and resolving anomalies and inconsistencies between observed physical assets and recorded asset information. Client relationship management is essential, as the analyst will engage clients to promote services and manage expectations regarding hardware, software, operating systems, applications, and mobile connectivity. The analyst will advocate for the client perspective within the IT department to ensure that business objectives and requirements are met. Additionally, the role involves providing specialized support services, including after-hours support and executive support, as well as other required services during peak demand periods. The IT Support Analyst will also be responsible for imaging laptops with SCCM, updating and maintaining process and procedure documentation, and working with Active Directory, Office, and other Microsoft applications to install and configure approved applications for end-users.