Role: Desktop Support

Location: (Onsite) Baytown, TX / Beaumont, TX / Ardmore, OK / Carlsbad, TX / Annandale, VA / Channahon, IL / Gregory, TX / Mont Belview, TX / Olathe, KS / Paulsboro, NJ / Kemmerer, Fontenelle WY / Tyler TX / Washington, WA / Midland, TX

Roles & Responsibilities

• Provides second-line investigation and diagnosis.
• Resolves and closes incidents/service requests as per the procedures & allocated timelines
• Log relevant incident/service request details as per process in the ITSM tool.
• Communicate with the 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/maintains documentation for the scope of work
• Special events coverage, meeting room & VCON & voice device support
• Centralized hardware and Spare part stocking local site inventory management and asset 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 IT issues or complete service requests
• Follow standard operating procedures as documented in the knowledge management system.
• Providing training/demos 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
• 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 the standard image for deployment of CME Kiosk Machines

Required 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 troubleshooting
• 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 printers, scanners non-standard devices, etc.
• Understanding of active directory, networking

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