IT Support Technician
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Job Location:
Houston, MS - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Description
About Us:
By combining a rich legacy in the power and gas compression space with pioneering technology INNIO brings our customers affordable reliable and sustainable energy solutions for todayand tomorrow. We are helping to meet todays energy needs with 64 GW of installed capacity and 48000 of our powerful Jenbacher and Waukesha engines which can be found in more than 100 countries. And by harnessing our history of energy industry firsts along with the power of digital innovation we will continue to deliver for the future. Its time to take engines to a place no one else can. Welcome to a World of Innovation and Inspiration. Welcome to INNIO!
Position Overview:
We are seeking a customer-focused and technically skilled IT Support Technicianto provide frontline onsite & remote IT support to internal employees and external partners. You will act as the first point of contact for IT-related issues via phone email chat and the self-service portal ensuring incidents and service requests are logged categorized and resolved or escalated appropriately. Additionally you will support local operations including the joiner/mover/leaver (JML) process hardware provisioning and troubleshooting. Your will enable a seamless IT experience across the organization.
Responsibilities:
- Act as the first point of contact for IT issues and requests via phone email chat and self-service portal.
- Accurately log categorize and prioritize incidents and service requests in the ITSM system (ServiceNow).
- Troubleshoot and resolve common issues such as:
- End-user device problems (laptops desktops mobile devices)
- Basic hardware/software errors
- Microsoft 365 applications and email access
- Printer VPN and basic network connectivity
- Maximize First-Level Resolution (FLR) by following established SOPs and knowledge articles.
- Escalate complex or high-priority incidents to next Level support or specialist teams following escalation procedures.
- Maintain detailed and clear ticket documentation and contribute to knowledge base updates.
- Monitor ticket queues and dashboards to ensure SLA compliance and timely resolution.
- Support the Joiner/Mover/Leaver (JML) process:
- Prepare and deploy IT hardware for new starters
- Perform local setup and configurations
- Support employee transfers or relocations
- Handle IT offboarding tasks for leavers
- Provide hands-on support for hardware issues peripheral troubleshooting and local IT projects.
- Support physical infrastructure such as meeting room equipment printers and network ports.
- Maintain and manage local IT inventory including device checkouts and returns.
Minimum Requirements:
- High school diploma or equivalent required; Associate degree or vocational training in IT preferred.
- 24 years of experience in a Service Desk Help Desk or Onsite IT Support role.
- CompTIA A ITIL Foundation and/or Microsoft 365 Fundamentals certifications preferred.
- Proficient with:
- Windows 10/11 and Microsoft 365 suite (Teams Outlook OneDrive etc.)
- ITSM platforms (e.g. ServiceNow Jira Service Management Freshservice)
- Active Directory (user accounts group memberships password resets)
- Basic understanding of:
- Networking fundamentals (IP DNS VPN)
- Endpoint management and troubleshooting
- Strong verbal and written communication skills in English; additional language proficiencies are a plus.
- High level of professionalism customer service and problem-solving ability.
- Comfortable working both independently and as part of a global distributed team.
- Ability to stay organized and calm under pressure in a fast-paced environment.
INNIO offers a great work environment professional development challenging careers and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin gender (including pregnancy) sexual orientation gender identity or expression age disability veteran status or any other characteristics protected by law.
Required Experience:
IC
Key Skills
- Change Management
- API
- ABAP
- Facility Management
- Games
- Claims
About Company
INNIO is empowering the transition to net zero – with energy solutions and services that are flexible, scalable, and resilient.
