Role: Desktop Support
Location - Spring TX
Experience - 5+ years
Fulltime Permanent FTE
Technical Expertise:
Job Description
Must Have 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 to ITSM based ticketing tools (e.g. - Service Now, Remedy)
· Windows system administration
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.
· Communicate with client regarding incident progress
· Ensures tickets are updated at all times until issues are resolved
· Comply with Quality Health Safety Environment (QHSE) and IT policies
· Liaise 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 training / 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/Re-loading of PCs with standard image for deployment of CME Kiosk Machines
· Dedicated, collocated and enhanced ‘VIP/white glove’ approach to support
· Basic applications support, including escalating to infrastructure/ support teams (note application functionality issues to be escalated to business capability support teams)
· Take ownership and drive end to end incident resolution across site/above site EMIT and vendor teams.
· Timely communication of resolution status to stakeholders and users for awareness (even if ticket is assigned to other groups)
· Build a strong network of Infrastructure, business and vendor contacts to resolve incidents effectively and reduce MTTR
· Build awareness and understanding of critical business processes.
· Responsible for maintaining PC stock through inventory management and by imaging PC’s
· Manage ROC Ticketing Queue (SLA’s and Closure TBD with EMIT and ROC Management)
· Familiarity/knowledge with ROC’s business processes and requirements, standard application troubleshooting, and hardware requirements (monitors, docking stations, and other specialized hardware unique to the ROC)
· Triage application (e.g., vendor supported SaaS apps) issues and escalate to Infrastructure support teams if not resolved (Note: application functionality issues to be escalated to application support teams and/or vendor for support)