Desktop EngineerTechnician

Spring Valley, NV - USA

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Location: Spring TX

Duration: 6 months

27/hr max

Note that the role will be 24*7 with rotational shifts and can be 12 hrs. shift as well

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

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

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 / demos 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 PCs

Manage ROC Ticketing Queue (SLAs and Closure TBD with EMIT and ROC Management)

Familiarity/knowledge with ROCs 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)

Location: Spring TX Duration: 6 months 27/hr max Note that the role will be 24*7 with rotational shifts and can be 12 hrs. shift as well Strong knowledge of desktop/laptop hardware Good knowledge of Win 10 Win 11 & MS Office Knowledge of Mac OS is preferred Understanding of da...