Desktop Support

Role: Desktop Support

Location - Spring TX

Experience - 5+ years

Fulltime Permanent FTE

Technical Expertise:

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).