Job title: Onsite Desktop Support

Job Location: Beaumont, TX 77705 / Ardmore, OK / Baytown, TX / Beaumont, TX / Carlsbad, TX / Annandale, VA / Channahon, IL / Gregory, TX / Mont Belvieu, TX / Olathe, KS / Paulsboro, NJ / Kemmerer, Fontenelle, WY / Tyler TX / Washington, WA / / / Midland, TX / Williston, ND– Onsite

Job Type: Fulltime

Job Description:

Technical/Functional Skills-

• Strong knowledge of desktop/laptop hardware

• Good knowledge of Win 10, Win 11 & MS Office

• Knowledge of Mac OS is preferred

• Understanding of daily operations and delivery processes

• Application / software installation and trouble shooting

• Knowledge / exposure on ticketing tools (Service Now)

• Windows system administration

• Strong Troubleshooting Skills

• Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.

• Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.

• Understanding of active directory, networking

• Hardware, operating system & software knowledge

Roles & Responsibilities-

• Provides second-line investigation and diagnosis.

• Resolves and closes incidents/service requests as per the procedures & allocated timelines

• Logs relevant incident/service request details as per process in ITSM tool.

• Communicates with client regarding incident progress

• Ensures tickets are updated at all times until issues are resolved

• Complies with Quality Health Safety Environment (QHSE) and IT policies

• Liaises with clients, IT support groups and 3rd party providers when necessary

• Performs staging of PCs

• Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).

• Conducts hardware and software maintenance and support

• Troubleshoots and resolves PC incidents and/or VIP requests

• Assists with Site Security Officer (SSO) on IT security issues and virus elimination

• Creates/maintain documentation for scope of work

• Special events coverage, meeting room & VCON & voice devices support

• Centralized hardware and Spare part stocking and local site inventory management and asset management

• Stock management

• Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)

• Hardware vendor coordination for Break fix

• Imaging & provisioning of devices. Setup and build workstations

• Update AMDB including hardware and software

• PC and other devices - logistics management

• Coordinate activities with third parties to resolve the IT issues or complete service requests

• Follow standard operating procedures as documented in the knowledge management system.

• Providing trainings / demo’s when needed to end users

• Onsite admin tasks e.g. backup, OS migration.

• Onsite Operational support of Industrial mobility devices

• Mobility - Operational support for company owned mobile phones / tablet devices and BYOD

• Asset Disposal

• Coordinate with regional/global support groups for end-to-end request resolution and escalation.

• Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting

• Operational support for non-network connected HBO AIO Printer / Scanner / Fax

• Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines