Title: Desktop Support 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.
Essential Job Skills/Duties
• 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.
Required Technical Skills
• 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.
Required Soft/Leadership Skills
• Clear, customer-focused communication.
• Prioritization in fast-paced environments.
• Collaborative cross-functional problem solving.
• Ownership and follow-through on commitments.
• Coaching and knowledge sharing.
Required Education & Experience
• Associate degree or equivalent experience.
• Five years desktop support experience.
• Experience handling Tier II/III escalations.
• Track record improving support processes.
Preferred Education & Experience
• Bachelor's degree in Information Technology.
• Enterprise environment support experience.
• Project or rollout leadership experience.
Required Licenses/Certifications
• CompTIA A+ or equivalent.
• Microsoft 365 or Windows certification.
Preferred Licenses/Certifications
• ITIL Foundation certification.
• Jamf or Intune certification.
Supervisory Responsibilities
• No formal direct reports.
• Provides mentorship to technicians.
Travel Requirements
• Travels: Between local sites as needed.
• % of Time: Up to 10%.
• Overnight Travel: Rare, with notice.
Physical Demands & Working Conditions
• Stationary Position: Frequently
• Vision: 20/20 corrected vision
• Hearing: Receive detailed information if spoken to
• Pushing/Pulling/Reaching: Occasionally
• Lift/Carry Over: Up to 50 pounds
• Loud Noise: Occasionally
• Other Environmental: Typical office and data center
Skills Required
- Associate degree or equivalent experience
- Five years of desktop support experience
- Experience handling Tier II/III escalations
- Track record improving support processes
- Windows and macOS administration expertise
- Active Directory account and group management experience
- Proficiency with endpoint management tools
- Networking fundamentals and troubleshooting experience
- Scripting experience for automation and diagnostics
- Knowledge of security and compliance best practices
- CompTIA A+ or equivalent certification
- Microsoft 365 or Windows certification
- Bachelor's degree in Information Technology
- Enterprise environment support experience
- Project or rollout leadership experience
- ITIL Foundation certification
- Jamf or Intune certification
Asurion Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Asurion and has not been reviewed or approved by Asurion.
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Fair & Transparent Compensation — Pay is often described as solid or competitive in certain corporate and technical tracks, with some roles viewed as aligned to market ranges.
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Strong & Reliable Incentives — Short-term incentives and bonus structures are described as a meaningful layer on top of base pay, increasing total compensation when targets are met.
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Healthcare Strength — Medical, dental, and vision offerings are described as inclusive and broad, with additional protections like life/AD&D and disability coverage available.
Asurion Insights
What We Do
We're a global tech care company keeping nearly every device and appliance in your home running smoothly. Trusted by more than 100 leading brands and serving over 230M customers worldwide, we deliver tech support, repair, protection, and replacements at a massive scale. From your neighborhood uBreakiFix by Asurion repair store, to in-home tech support, to global protection plans, we’re the people keeping your tech connected when it matters most.
Why Work With Us
As Asurion, you will work with people who care about you and the work we do together. You can depend on us to care about the work you do.
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