Junior IT Support Analyst

About the role

From seabed to surface, Acteon develops solutions to the energy industry's most complex problems. We harness data, engineering knowledge and operational expertise to efficiently design, install, maintain, extend the life of, and decommission offshore energy assets to ensure they deliver maximum economic value. Using the latest technology, we gather and analyze hard-to-reach data in the most challenging environments. We partner with customers to apply it to their specific needs and challenges and devise tailored plans to help them safely and responsibly accelerate projects and reduce the total cost of operations. This allows our customers to focus on enhancing their core operations, growing sustainably and profitably and, ultimately, delivering the energy the world needs.

We are hiring for a Junior IT Support Analyst in Houston. The Junior IT Support Analyst provides friendly, professional and customer-focused technical support to colleagues across the global organization. This is an entry-level role intended for someone beginning or developing a career in IT. The successful candidate will receive guidance, structured development and practical experience across service desk support, end-user computing, Microsoft 365, identity and access, IT asset management and cybersecurity. The Junior IT Support Analyst will act as an initial point of contact for IT incidents and service requests. They will resolve routine issues using documented procedures and available knowledge, while escalating more complex or higher risk matters to experienced team members. The role will also assist with preparing and deploying end-user devices, maintaining accurate records, producing support documentation and participating in IT projects and service improvements.

Responsibilities

Service desk support

• Receive and record IT incidents and service requests through the approved service-management channels
• Provide initial technical support to users on-site and remotely
• Troubleshoot common hardware, software, connectivity, printing, account access and Microsoft 365 issues
• Use knowledge articles, standard operating procedures and diagnostic tools to resolve routine issues
• Escalate incidents appropriately when they cannot be resolved within the role's knowledge, authority or agreed timescales
• Keep users informed of progress using clear, professional and accessible language
• Ensure ticket records accurately describe the issue, troubleshooting undertaken, outcome and next steps
• Work to agreed service levels, priorities and support procedures

User and access support

• Assist with new starter, mover and leaver activities using approved processes
• Fulfil standard access requests after confirming that the necessary approvals are in place
• 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 immediately

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 in the designated systems
• Perform standard device checks, software installation, patch verification and basic troubleshooting
• Support equipment refreshes and other IT lifecycle activities
• Assist with stock checks and the ordering of approved IT equipment and consumables
• Ensure devices are handled in accordance with company security and asset-management requirements

Documentation and knowledge

• Follow established IT policies, processes and technical standards
• Use the IT knowledge base before escalating routine issues
• Assist with IT induction activities and user-awareness communications

Customer service

• Provide a professional, approachable and respectful service to all users
• 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 with ensuring devices are configured and maintained in accordance with 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

• 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