Desktop Support Technician

Desktop Support Technician

Location: Midland, Texas

Contract Type: Contract (6+ Months), Onsite, Day Shift

Job Responsibilities:

User Support & Incident Management

• Provide second-line investigation and diagnosis following initial Service Desk support.
• Resolve and close incidents and service requests according to established procedures and timelines.
• Escalate unresolved incidents and service requests within agreed timescales.
• Log all incident and service request details per help desk procedures.
• Communicate with customers regarding the progress of their incidents.
• Ensure all tickets are updated until issues are fully resolved.
• Conduct customer satisfaction callbacks and surveys.
• Provide break/fix support for COTS (e.g., Outlook, Office, Adobe) and enterprise applications.
• Support the activation and use of mobile devices.

Hardware & Software Management

• Perform hardware repairs and upgrades.
• Stage PCs using SRSS and/or Autopilot.
• Perform manual OS imaging, installation, configuration, and upgrades on company-issued laptops.
• Provide hardware break/fix support for audio/visual equipment, connectivity devices, copiers, fax machines, printers, scanners, and digital signage.
• Coordinate and follow up with Original Equipment Manufacturer (OEM) vendors.

Infrastructure Support

• Provide physical support for Network Refresh Activities.
• Offer smart-hand support for AV rooms, networks, and facilities.
• Provide technical support for configuring field connectivity with VSAT to ensure reliable and optimized communication.
• Maintain Teleport hardware, ensuring field connectivity at Teleport sites and optimal hardware condition for seamless operations.
• Support the Printing Server Infrastructure by adding, changing, or removing components according to printing standards.
• Support the Data Server Infrastructure by submitting requests for component additions, changes, or removals with necessary adjustments.
• Coordinate regular UPS system maintenance with the location facility coordinator.
• Support the ePACS Server Infrastructure by adding, changing, or removing components with required adjustments.

Asset Management & Compliance

• Manage user onboarding and offboarding processes, including delivering new laptops to new hires and taking custody of returned laptops.
• Manage e-waste, including data wiping, clean-up, and handover of disks to procurement.
• Manage IT hardware disposal, including inventory audits, disposal lists, packing, and removal, ensuring compliance with disposal regulations.
• Support HR with new hire onboarding and offboarding, tracking PC issuance and return.
• Complete required GET IT training for On-Site Support Analysts.
• Comply with Quality, Health, Safety, and Environment policies, and all IT policies.
• Liaise with customers, other IT support groups, and third-party providers as needed.