Help Desk Support Specialist

Lufkin is looking for an experienced IT Desktop Support Specialist to support end-users’ desktops / laptops and relevant systems. This person will be based in Midland / Odessa TX area but will have support responsibilities across the overall Lufkin Industries geographic footprint. Desktop support responsibilities include imaging new PCs or laptops, equipment shipments to end-users or other offices, hardware/software setup and configuration, remote control, and phone support to troubleshoot and resolve issues. Provide accurate, and timely solutions to end user computer hardware, software, and connectivity problems of basic to moderate complexity. Perform restorative and maintenance actions either remotely or at the end user’s location to resolve problems using basic troubleshooting and technical skills. Respond to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and configuration changes.

Requirements

• Maintains accurate information and data for end-user issues within the ServiceNow system and according to policies and standards.
• Serves as the initial contact for reporting of technical issues and answering questions regarding software/hardware/connectivity issues (focus on first-call resolution)
• Supports and interacts with end-users, including moves, transfers, and new hires.
• Establishes a working relationship with clients and management while understanding responsibilities for assigned areas.
• Communicates effectively, verbally and in writing.
• Troubleshoots & performs break fix for:
  • Desktop / Laptop / Mobile devices
  • Printers – standalone and network
  • Phones – Digital, Analog and VoIP
  • Other Accessories - Scanners, Cameras, etc.
  • VPN, RDP, and remote access
  • Other tasks as requested or assigned
• Develops, work through, and complete small projects as well as document processes and procedures according to corporate standards. Provide status to supervisors and clients.
• Deploys and build OS and software images to Laptops and Desktops, ship equipment to staff.
• Stays informed on industry best practices on client services, identifies gaps and recommends technical or administrative solutions to remediate.
• Regularly interacts with internal on any support needs and provides progress updates.
• Manages inventory including disposal, intake, and redeployments.
• Provides world-class service working with executives and c-suite.
• Able to remain in a stationary position, often standing or sitting for prolonged periods.
• Ability to lift and move boxes weighing up to 50-pounds for various needs.
• Occasionally work in outdoor weather conditions.
• Light travel < 20%

Education, Qualifications, and Experience

• minimum 2 years of relevant experience.
• Hands-on experience in a technical support role that includes desktop PC support responsibilities.
• Show basic competency in troubleshooting desktop device faults, connectivity issues, and application issues in a Microsoft Windows.
• Excellent oral and written communication skills.
• Ability to work well independently and with others.
• Ability to technically evaluate current technologies & provide recommendations.
• Ability to work under varying levels of supervision depending on the customers’ need.
• Familiarity with ITIL.
• Advanced interpersonal, analytical, organizational, and problem-solving skills
• A Certification preferred.
• Familiarity with network devices and firewalls.
• Preferred experience with ServiceNow tool, and Azure Cloud.
• Preferred experience with major network product lines like Cisco, Fortinet, SonicWall, etc.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.

LUFKIN US Acquisitions Company LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. We celebrate diversity and are dedicated to creating an inclusive atmosphere for all employees.

Experience

• 2 year(s): 2 years experience in Desktop Support

• 2 year(s): 2 years experience in Service Desk Support

Education

• High School or better in Information Technology or related field