Contract Land Staff IT Operations Team Sugar Land, TX As an IT Desktop Support Analyst, you will provide front line technical support for CLS end users and customers. You will answer support tickets and provide both in person and remote support for technical issues users are facing with their hardware, peripherals, and applications. You will own issues from intake to resolution/handoff and will be the key to keeping end users informed on status. You are very personable and comfortable communicating and interacting with a variety of personalities. You are naturally inquisitive and enjoy solving problems. Responsibilities Answer requests/incidents in help queue and resolve independently or escalate support requests to other support resources as needed Regularly check support queue and keep all assigned tickets updated with current progress and status. User Administration AD user account provisioning/decommissioning in Azure and on Prem Create/Manage AD Security Groups Administration of o365 licenses, Adobe, and other cloud based user licenses Provide access to applications and IT services through AD/AAD (FTP, File shares, Sharepoint,) General troubleshooting of Laptop/Desktop issues in person and remoteo 365 apps Performance issues with workstation Remote install of applications or peripheral device VPN and basic networking issues Multi factor authentication Setup computers with base company image and applications for new hires Basic hardware installation HD and RAM upgrades Shipping of computers, monitors, docking stations, and other peripherals to remote workers as needed Create clear documentation for end users and other support team members Frequently communicate status of support progress to stakeholders Qualifications Minimum qualifications Bachelor's degree in a technical, quantitative, or equivalent work experience. 3 years of work experience as an IT or desktop support technician. In-depth knowledge of computer hardware systems, routers, and peripherals. Knowledge of operating systems, office software, enterprise software, and server systems. Familiarity with networking systems and protocols. Knowledge of remote desktop support systems including TeamViewer. Excellent problem-solving skills. Good interpersonal and communication skills. Preferred qualifications Experience working with ITIL compliant support organization Experience supporting Virtual Desktops (Citrix, Vmware,) Imaging using SCCM rience with Email Security solutions (Mimecast, Barracuda,) Experience with Group Policy