Sr. Help Desk Analyst at Aspen Technology (Houston, TX)

Who We Are

The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.

Your Impact

• Handling of a wide variety of technical support tasks, including desktop, laptop and tablet deployment, configuration, software installation, troubleshooting and hardware diagnosis, repair and maintenance.
• Customer-focused approach, providing a customer care philosophy that emphasizes customer satisfaction.
• Deployment of standardized operating system images, configuration and installation of software, distribution and tracking of all new and redeployed IT assets.
• New employee onboarding and IT orientation.
• Research and resolution of desktop support issues. Tracking, monitoring and documentation of issues to ensure timely resolution, reporting and history keeping.
• Effective communication with other support team members and ability to express ideas effectively in order to make informed decisions and foster collaboration.
• Documentation for support methods, change management, and project implementation.
• Administration and maintenance of hardware and software inventory database.
• Administration of incident queue, include ticket assignment and escalation.
• Participation in after-hours on-call rotation to support our 24x7 international operation.

What Youll Need

• 5+ years helpdesk/desktop support in an enterprise environment.
• Strong analytical and problem-solving acumen.
• Effective organizational, time management and multi-tasking skills.
• Effective communication and customer service skills, both face-to-face and over the phone, including comfortability communicating with employees whose first language is not English.
• Expertise withMicrosoft Windows 10 and Office 365 in an enterprise Active Directory domain environment.
• IT certifications desired such as MCSA, MCSE and A+.
• Experience with virtualization technologies such as Hyper-V and VMware.
• Experience with LAN/WAN TCP/IP networking and cloud-based services such as Office 365.
• Experience with mobile devices such as smartphones and tablets, and printers and VOIP phone systems.
• Experience identifying, handling and removing malicious software.
• Experience with OS deployment and management technologies such as MDT, SCCMand Intune  
• Must be a self-starter, and work autonomously and with peers to provide high-level customer satisfaction.
• Ability to provide solutions for issues that may not be documented and an ability to think outside the box and creatively solve problems.
• Willingness to travel occasionally
• Prior customer service experience in a non-IT role is desirable.

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