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)