Desktop Support Technician I

Howard Energy Partners•San Antonio, TX

10h•Onsite

About The Position

The Desktop Support Technician I is the first point of contact for day-to-day troubleshooting, escalation, and resolution of end-user related IT and A/V problems. They provide technical support to end-users, troubleshoot hardware and software issues, install, and configure software, and maintain accurate records of all support activities.

Requirements

In-depth knowledge of MS Windows Operating systems, including troubleshooting, administration, maintenance, OS management, and image creation.
In-depth knowledge of computer peripherals and connections.
In-depth knowledge of common desktop applications and MS productivity applications.
In-depth knowledge of O365 administration and other related admin centers.
Ability to configure VOIP phones and assign user licenses, as needed.
Ability to work with A/V equipment with the ability to set up and support live events, as needed.
Ability to create, maintain, and document scripts to assist the Service Desk in automating tasks.
In-depth knowledge of multiple IT departments, including Systems, Networking, and Enterprise Applications.

Nice To Haves

Industry standard certifications preferred

Responsibilities

Assisting with tasks related to desktop support, administration of the related endpoints, and other duties as assigned.
Supports, troubleshoots, and administers PC hardware.
Assists with the deployment, maintenance, support, upgrade, and inventory tracking of IT assets including desktops, laptops, and tablets.
Provides initial technical assistance and user support to all employees on issues regarding HEP provided devices, OS, and core business applications.
Creates user accounts and assign licenses for the domain and other supporting applications used across HEP.
Responds to and investigates reported phishing attempts; works with Cyber Security to determine whether the threat is legitimate and if action must be taken.
Receives and responds to incoming calls and/or tickets to solve desktop problems within the assigned SLA.
Uses the IT help desk ticketing system to thoroughly document all actions taken for all incidents and requests.
Creates and maintains documentation for processes and procedures.
Supports AV for live events and setup/maintain conference rooms for new and existing sites.
Travels to remote locations as needed for troubleshooting or preventative maintenance with the possibility of overnight stay.
Participates in the mandatory on-call rotation for after hours and weekend incidents.
Performs other related duties as assigned.