Desktop Support Field Services Onsite Support Deskside Support

Job Title: Desktop Support Field Services Onsite Support Deskside Support

Location: Irving TX/ Midland TX/ Big Lake TX/ Highway 80, Midland TX/ Big Lake TX/Onsite

Role Description:       

? 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.

? Communicates with client regarding incident progress

? Ensures tickets are updated at all times until issues are resolved

? Complies with Quality Health Safety Environment (QHSE) and IT policies

? Liaises 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 trainings / 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/Reloading of PCs with standard image for deployment of CME Kiosk Machines

Competencies:          

Windows 10, Digital : Citrix Virtual Apps & Desktops, Desktop Management - Infrastructure Services (IS), ServiceNow

Experience (Years):    6-8

Essential 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 troubleshooting 

? Knowledge / exposure on ticketing tools (Service Now)

? Windows system administration

? Strong Troubleshooting Skills

? Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.

? Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.

? Understanding of active directory, networking 

? Hardware, operating system & software knowledge

Desirable Skills:          

ITIL foundation, great customer service, Attention to details. 

Keywords:       Desktop Support Field Services Onsite Support Deskside Support