Job Details
Desktop Support
A leading supplier of rod pumping artificial lift systems to the global upstream oil and gas industry.
They are looking for an experienced IT Desktop Support Specialist to support end-users desktops / laptops and relevant systems. This person will be based in Midland / Odessa TX area but will have support responsibilities across the geographic footprint. Desktop support responsibilities include imaging new PCs or laptops, equipment shipments to end-users or other offices, hardware/software setup and configuration, remote control, and phone support to troubleshoot and resolve issues. Provide accurate, and timely solutions to end user computer hardware, software, and connectivity problems of basic to moderate complexity. Perform restorative and maintenance actions either remotely or at the end user s location to resolve problems using basic troubleshooting and technical skills. Respond to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and configuration changes.
- Maintains accurate information and data for end-user issues within the ServiceNow system and according to policies and standards.
- Serves as the initial contact for reporting of technical issues and answering questions regarding software/hardware/connectivity issues (focus on first-call resolution)
- Supports and interacts with end-users, including moves, transfers, and new hires.
- Establishes a working relationship with clients and management while understanding responsibilities for assigned areas.
- Communicates effectively, verbally and in writing.
- Troubleshoots & performs break fix for:
Desktop / Laptop / Mobile devices
Printers standalone and network
Phones Digital, Analog and VoIP
Other Accessories - Scanners, Cameras, etc.
VPN, RDP, and remote access
Other tasks as requested or assigned
- Develops, work through, and complete small projects as well as document processes and procedures according to corporate standards. Provide status to supervisors and clients.
- Deploys and build OS and software images to Laptops and Desktops, ship equipment to staff.
- Stays informed on industry best practices on client services, identifies gaps and recommends technical or administrative solutions to remediate.
- Regularly interacts with internal on any support needs and provides progress updates.
- Manages inventory including disposal, intake, and redeployments.
- Provides world-class service working with executives and c-suite.
- Able to remain in a stationary position, often standing or sitting for prolonged periods.
- Ability to lift and move boxes weighing up to 50-pounds for various needs.
- Occasionally work in outdoor weather conditions.
- Light travel < 20%
Required Education, Qualifications, and Experience
- A High School Diploma or equivalent, and minimum 2 years of relevant experience.
- Hands-on experience in a technical support role that includes desktop PC support responsibilities.
- Show basic competency in troubleshooting desktop device faults, connectivity issues, and application issues in a Microsoft Windows / Azure cloud environment.
- Verbal and written communication skills.
- Ability to work well independently and with others.
- Ability to technically evaluate current technologies & provide recommendations
Ability to work under varying levels of supervision depending on the customers need.
Desirable Education, Qualification, and Experience
- Bachelor s Degree in Information Technology, or related field; or equivalent work experience.
- Four years of additional directly related technical experience
- Advanced oral and written communication skills
- Advanced interpersonal, analytical, organizational, and problem-solving skills
- A+ Certification
- Familiarity with network devices and firewalls
- Experience with ServiceNow tool, and Azure Cloud
- Experience with major network product lines like Cisco, Fortinet, SonicWall, etc.