Desktop Support

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)