Deskside Support Technician II

Worley•Houston, TX

7h•Onsite

About The Position

The role delivers dedicated, hands-on technology support to executives and their assistants, while also supporting users and workplace technology in Houston, Texas. It provides responsive, concierge-level support for end-user devices, executive offices, conference rooms, mobile technology, meetings, events, onboarding activities, and local smart-hands requirements. The position is the primary onsite technology support presence for the designated executive population and works with global IT teams to resolve incidents, fulfill service requests, maintain device and meeting readiness, and support local business operations. It is an individual-contributor role requiring strong technical troubleshooting, sound judgment, professional conduct, confidentiality, and a customer-focused approach. When executive-support needs allow, the role also performs standard local Digital Operations support. The work is usually performed in an office and sometimes at a client facility or job site. The work environment is usually quiet.

Requirements

Experience in deskside, desktop, field, executive, or end-user support within a professional business environment.
Strong hands-on troubleshooting skills across Dell Windows endpoints, Apple MacBook endpoints, standard business applications, docks, monitors, peripherals, mobile devices, printing, and user access issues.
Experience providing in-person end-user support, including onboarding, break/fix, and workplace technology support.
Familiarity with IT service-management tools such as ServiceNow.
Ability to work independently with limited supervision, manage multiple priorities, exercise sound judgment, and remain composed in time-sensitive or high-visibility situations.
Exceptional communication, discretion, follow-through, and customer-service skills, including the ability to build trust with senior executives and their assistants.
Demonstrated ability to handle confidential or sensitive information discreetly in an executive environment.
Professional appearance, conduct, and communication appropriate for an executive environment with senior leaders, customers, and external visitors.
Ability to anticipate needs, conduct proactive readiness checks, and maintain organized, current spare equipment and restricted executive inventory.
Ability to travel locally and provide occasional support outside standard business hours for approved executive meetings, workshops, or events.
A two-year associate or technical-school qualification and at least two years of relevant experience, or an equivalent combination of education, training, and experience.

Nice To Haves

Experience supporting conference-room, meeting-room, or collaboration technologies such as Barco ClickShare, Logitech Rally and MeetUp, and Poly collaboration devices.
Experience supporting mobile devices, including iPhone, iPad, and Android, and familiarity with Intune-managed MacBooks and macOS.
Familiarity with hardware lifecycle processes, including provisioning, refresh, returns, and disposal coordination.
Experience providing smart-hands support for network, service, or infrastructure-related onsite activities.
Experience working in engineering, industrial, operational, or multi-site business environments.
Previous experience providing dedicated technology support to senior executives or other high-profile users in a global organization.
ITIL, MS 365, or CompTIA certifications.

Responsibilities

Provide concierge-level, rapid technology support to executives and their assistants according to the executive service and escalation model.
Own executive incidents and requests from intake through diagnosis, coordination, communication, escalation, and confirmed resolution.
Coordinate with executive assistants at the start of each business day to understand schedules, meetings, visitors, travel, workshops, and anticipated support needs.
Remain available for scheduled executive activities while respecting confidentiality, quiet conduct, and limited-access expectations.
Prioritize support based on the executive service model, business impact, time sensitivity, and scheduled activities; perform standard local Digital Operations duties when capacity permits.
Provide onsite support at approved offsite executive meetings, workshops, events, or temporary meeting locations when required, including occasional local travel and work outside standard business hours.
Provide in-person support for desktops, laptops, monitors, peripherals, printers, and mobile devices.
Troubleshoot and resolve hardware, software, device, and access issues for local users.
Support new-hire onboarding, workstation setup, user moves, and day-to-day break/fix activities.
Provide timely user updates and document and manage support activities through approved ITSM processes.
Support executive conference-room and collaboration technology through readiness checks and troubleshooting of displays, audio, video, conferencing, content sharing, and peripherals.
Assist with workstation setup, hot-desk support, office moves, and shared-workspace readiness.
Support the operational readiness of the color multifunction printer, including printing, copying, scanning, troubleshooting, status and consumable checks, and escalation to print support as needed.
Maintain executive technology and support areas for cleanliness, organization, presentation, and operational readiness; use approved cleaning methods.
Proactively check workstations, conference rooms, shared technology, cabling, peripherals, and spare equipment as workload and access permit.
Provide local smart-hands assistance for infrastructure, network, telecom, or vendor-led onsite activities as required.
Coordinate with regional and global support teams on escalated issues while retaining ownership, communicating progress, and following issues through resolution.
Support endpoint deployment, provisioning, refresh, rebuild, recovery, and replacement, including keeping executive spare devices ready for rapid swap-out.
Assist with hardware receipt, setup, collection, return, and local coordination of equipment movements.
Support termination hardware retrieval, end-of-lease handling, and e-waste and recycling processes in accordance with company standards.
Maintain awareness of local inventory, device readiness, and site support requirements, including restricted executive stock.
Diagnose and resolve onsite IT issues, escalating when needed while maintaining ownership of executive-impacting incidents and requests.
Identify recurring issues and opportunities to improve user experience, support responsiveness, and local site readiness.
Partner with the Service Desk, infrastructure teams, and third-party providers to help maintain stable service delivery.
Contribute to consistent support practices, documentation, and service quality across the local environment.
Follow applicable health, safety, compliance, security, asset-management, access, and technology-handling requirements; complete required site or office inductions and follow local HSE expectations.