Desktop Support in Midland/Big Lake, TX

Role: Desktop Support Executive

Location: Midland, TX or Big Lake, TX - Onsite

JD!

? 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

Essential 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

Skills: ITIL foundation, great customer service, Attention to details. Team player

Keywords: Desktop Support IT Field Services Onsite Support Deskside Support

Competencies: Windows 10, Digital : Citrix Virtual Apps & Desktops, Desktop Management - Infrastructure Services (IS), ServiceNow

Thanks & Regards,

Kartik