Software Guidance & Assistance, Inc., (SGA), is searching for a Desktop Support Analyst for a contract-to-hire assignment with one of our premier oil and gas clients in Houston, TX. Key Responsibilities Escalation point for other Tiers within the Desktop Team and Service Desk in resolving technical service calls according to the Unity Service Level Agreement Analyze and review network performance issues at the Desktop Level using software tools for network analysis (packet captures tools like Wireshark, Cascade) Preparing PC performance test plans, results report, summary and recommendation documents. Engaging other technical teams as appropriate to escalate and resolve problems Maintain a high level of knowledge on our company's applications and services Analyze and document technical issues following the Incident Management process Monitor and ensure timely escalation of customer issues Collaborate with other IT departments on assigned projects and issues Provide excellent customer support with an emphasis on quality of service and first call resolution Ensure audio / visual / presentation facilities in meeting rooms is fully functional Maintain high levels of confidentiality and information security, complying with the relevant legislation and companys relevant policies and procedures Responsible for supporting and developing our IT Knowledge Database and collaborate in the documentation of processes and procedures. Required skills and experience: 3 years of experience providing desktop support for Windows XP/7 systems. Microsoft Certified IT Professional (MCITP) Windows 7 Mastery of network protocol and tracing tools and protocols (examples: Finisar , Wireshark, Ethereal, TCPdump) in order to troubleshoot network performance issues. In-depth knowledge of Local Area Networking (LAN) and Wide Area Networking (WAN) technologies Strong experience using deployment software (Altiris, SCCM) and imaging solutions Strong experience with login scripting, AD management, Global Policies (GPOs) Strong experience supporting Citrix users Strong experience managing Windows Server Update Services (WSUS) and PC Security Strong experience resolving Malware issues The ability to communicate technical solutions to non-technical users Strong written and oral communication skills Highly organized with ability to handle multiple project streams simultaneously. Flexibility to work overtime if needed. Highly preferred Skills: Client Online Self Dispatch Desktop Certification (DOSD for Desktop and Notebooks) (highly preferred) Microsoft Office Specialist Certified (Office 2007 or higher) (highly Preferred) Personal Skills Required Excellent customer services skills Self-motivated Embraces change positively Ability to work under pressure Interest in new technologies Ability to work as part of a team and individually Skills Must work well in a team environment and be able to work with minimal guidance, and have excellent communication and customer relationship skills Ability to determine root cause and resolution for complex Desktop and Laptop technical issues Altiris Service Desk (preferred) Fluent in English (verbal and written) SGA is a Certified Womans Business Enterprise (WBE) celebrating over thirty years of service to our national client base. We offer a variety of benefit options including but not limited to health & dental insurance, paid vacation, timely payment via direct deposit in addition to transferring H1B Visa sponsorship. Please inquire about our referral program if you would like to submit a candidate for any of our open or future job opportunities. To view all of our available job postings and/or to learn more about SGA please visit us online at www.sgainc.com.