Junior IT Support Analyst

About the Role

Acteon is seeking a Junior IT Support Analyst in Houston. This is an entry-level role designed for individuals beginning or developing a career in IT. The successful candidate will provide friendly, professional, and customer-focused technical support to colleagues globally, receiving guidance, structured development, and practical experience.

Key Responsibilities

• Service Desk Support
• Receive and record IT incidents and service requests.
• Provide initial technical support to users on-site and remotely.
• Troubleshoot common hardware, software, connectivity, printing, account access, and Microsoft 365 issues.
• Utilize knowledge articles, standard operating procedures, and diagnostic tools for routine issue resolution.
• Escalate complex or higher-risk matters to experienced team members.
• Keep users informed of progress.
• Ensure ticket records accurately document issues, troubleshooting, outcomes, and next steps.
• Adhere to agreed service levels, priorities, and support procedures.
• User and Access Support
• Assist with new starter, mover, and leaver activities.
• Fulfill standard access requests after confirming necessary approvals.
• Support users with password, authentication, and account-access issues.
• Follow identity, access management, and information security controls.
• Escalate unusual, sensitive, or potentially unauthorized access requests.
• End-User Devices and Asset Management
• Prepare, configure, and deploy laptops, desktops, mobile devices, monitors, and peripherals.
• Assist with the receipt, storage, allocation, recovery, and secure disposal of IT equipment.
• Maintain accurate hardware, software, and license records.
• Perform standard device checks, software installation, patch verification, and basic troubleshooting.
• Support equipment refreshes and other IT lifecycle activities.
• Assist with stock checks and ordering approved IT equipment and consumables.
• Ensure devices are handled according to company security and asset management requirements.
• Documentation and Knowledge
• Follow established IT policies, processes, and technical standards.
• Utilize the IT knowledge base for routine issues.
• Assist with IT induction activities and user-awareness communications.
• Customer Service
• Provide a professional, approachable, and respectful service.
• Take ownership of assigned work and seek assistance when required.
• Handle confidential, personal, and commercially sensitive information appropriately.
• Support experienced team members in resolving customer dissatisfaction or escalated issues.
• Security and Compliance
• Follow company cybersecurity policies and report suspected security events promptly.
• Assist in ensuring devices are configured and maintained according to security standards.
• Recognize and escalate potential phishing, malware, unauthorized access, and data-handling concerns.
• Protect passwords, administrative access, company information, and user data.
• Complete required security and compliance training.
• Learning and Continuous Improvement
• Participate in technical training, coaching, shadowing, and knowledge-sharing sessions.
• Assist with testing improvements, new services, and standard configurations.
• Participate in suitable global IT projects and service improvement initiatives.

Requirements & Tech Stack

• Windows 11
• Microsoft 365 applications
• IT Asset Management
• Cybersecurity principles
• Identity and Access Management
• Service Desk Support
• End-User Computing

Qualifications

• Basic knowledge of computer hardware, software, and operating systems.
• Familiarity with Windows 11 and common Microsoft 365 applications.
• Basic understanding of user accounts, passwords, networks, and internet connectivity.
• Ability to follow documented instructions and learn new processes.
• Logical troubleshooting and problem-solving skills.
• Ability to work constructively as part of a local and global team.
• Good organization and attention to detail.