Desktop SupportLocation - Spring TXExperience - 5+ yearsFulltime Permanent FTETechnical Expertise:Strong knowledge of desktop/laptop hardwareGood knowledge of Win 10, Win 11 & MS OfficeKnowledge of Mac OS is preferredUnderstanding of daily operations and delivery processesApplication / software installation and trouble shootingKnowledge / exposure to ITSM based ticketing tools (e.g. - Service Now, Remedy)Windows system administrationRoles & ResponsibilitiesProvides second-line investigation and diagnosis.Resolves and closes incidents/service requests as per the procedures & allocated timelinesLogs relevant incident/service request details as per process in ITSM tool.Communicate with client regarding incident progressEnsures tickets are updated at all times until issues are resolvedComply with Quality Health Safety Environment (QHSE) and IT policiesLiaise with clients, IT support groups and 3rd party providers when necessaryPerforms staging of PCsPerforms 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 supportTroubleshoots and resolves PC incidents and/or VIP requestsAssists with Site Security Officer (SSO) on IT security issues and virus eliminationCreates/maintain documentation for scope of workSpecial events coverage, meeting room & VCON & voice devices supportCentralized hardware and Spare part stocking and local site inventory management and asset managementStock managementBreak fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)Hardware vendor coordination for Break fixImaging & provisioning of devices. Setup and build workstationsUpdate AMDB including hardware and softwarePC and other devices - logistics managementCoordinate activities with third parties to resolve the IT issues or complete service requestsFollow standard operating procedures as documented in the knowledge management system.Providing training / demo’s when needed to end usersOnsite admin tasks e.g.
backup, OS migration.Onsite Operational support of Industrial Mobility devicesMobility - Operational support for company owned mobile phones / tablet devices and BYODAsset DisposalCoordinate 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 troubleshootingOperational support for non-network connected HBO AIO Printer / Scanner / FaxLoading/Re-loading of PCs with standard image for deployment of CME Kiosk MachinesDedicated, collocated and enhanced ‘VIP/white glove’ approach to supportBasic 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 MTTRBuild awareness and understanding of critical business processes.Responsible for maintaining PC stock through inventory management and by imaging PC’sManage 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)