Service Desk Analyst

About Eleven Recruiting We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for best pay, diversity in tech, and best job-fit for every candidate we place.

Our client, a global investment firm, is seeking a Service Desk Analyst to join their team in Houston, TX (Hybrid, 3 days on-site)!

Responsibilities

• White-glove support for Houston (in-person) and Calgary users.
• Level 1 and Level 2 support to users worldwide.
• Track, prioritize, document, and resolve incidents and service requests through the ticketing system.
• Build, deploy, and maintain laptops, desktops, and Intune-managed mobile devices.
• Support Microsoft 365 and Windows 365.
• Own complex hardware, software, and connectivity issues / troubleshooting through resolution; escalating when appropriate.
• Coordinate moves, adds, and changes for users and equipment.
• Manage, maintain, and audit hardware and software inventory.
• Support conference rooms, video conferencing, and VoIP systems.
• Provide technical guidance and training to end users.
• Develop and document processes, procedures, and knowledge base articles.
• On-call rotation required, including occasional after-hours and weekend support.

Qualifications

• Ideal candidate should have 5+ years of professional experience in an IT support role.
• Bachelor’s degree preferred.
• Financial services experience strongly preferred; candidates without it must bring exceptional technical skills, a strong work ethic, and a willingness to go above and beyond.
• Strong knowledge of Windows and the Microsoft 365.
• Working knowledge of hybrid Active Directory (on-premises Active Directory and Entra ID).
• Experience with Intune device management and Windows Autopilot.
• Experience with software deployment tools and patch management.
• Experience supporting AI platforms such as Claude and Microsoft Copilot from an end-user perspective.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) and network security.
• Strong troubleshooter; quick learner and works independently.
• Working knowledge of PowerShell and a passion for automation.
• A root-cause mindset, solving the underlying problem rather than repeatedly fixing the symptoms.
• Exceptional attention to detail.
• Excellent communicator; high sense of urgency, and a professional, client-focused demeanor.

Nice To Have

• Experience at an energy-focused investment bank or financial services firm.
• Experience using AI tools to build workflows and automate processes.
• Familiarity with the ITIL framework and incident management.

Salary: $85,000 - $105,000

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