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)

Created: 2026-04-02