Desktop Support

Shrive Technologies LLC•Midland, TX

8d•Onsite

About The Position

This role involves providing second-line technical support, including investigation, diagnosis, and resolution of incidents and service requests. The position requires performing hardware repairs and upgrades, escalating issues when necessary, and maintaining clear communication with customers regarding incident progress. Key responsibilities include logging incident details, ensuring ticket updates, conducting customer satisfaction surveys, and completing relevant training. The role also involves IT asset management, including PC staging, user onboarding/offboarding, and e-waste management. Additionally, it requires supporting various hardware and software, coordinating with vendors, and providing technical assistance for mobile devices, network connectivity (including VSAT), and specialized server infrastructures (Teleport, Printing Server, Data Server, ePACS Server, UPS systems).

Requirements

Second-line investigation and diagnosis skills
Ability to resolve and close incidents and service requests within timelines
Proficiency in hardware repair and upgrades
Skill in escalating unresolved incidents and service requests
Experience in logging incident and service request details
Customer communication skills regarding incident progress
Ability to ensure tickets are always updated
Experience with customer satisfaction callbacks and surveys
Completion of GET IT training for On-Site Support Analysts
Compliance with Quality, Health, Safety and Environment policies and IT policies
Ability to liaise with customers, other IT support groups and third-party providers
Experience with PC staging (SRSS and/or Autopilot, manual O/S imaging, installation, configuration, and upgrades)
Experience with physical support for Network Refresh Activities
Experience with user on/off boarding process (delivering new laptops, taking custody of return laptops)
Smart-hand support for AV rooms, network, and facilities
Experience with e-waste data wiping and clean-up
Break/fix support for COTS (Outlook, Office, Adobe etc.) and enterprise applications
Hardware break/fix support (audio/visual equipment, connectivity, copiers, fax, printers, scanners, digital signage)
OEM Vendor Coordination & Follow-up’s experience
Support for mobile device activation
Technical support for configuring field connectivity with VSAT
Teleport hardware maintenance
Printing Server Infra. hardware support (add, change, or remove)
Data Server hardware support (add, change, or remove)
UPS system maintenance coordination
ePACS Server Infra. hardware support (add, change, or remove)
IT hardware disposal process (inventory audit, disposal list, packing, removal, compliance with regulations)
Support HR with on/off boarding process ensuring PC track in and out.

Responsibilities

Provide second-line investigation and diagnosis after Service Desk
Resolve and close incidents and service requests per procedures and allocated timelines
Perform hardware repair and upgrades
Escalate unresolved incidents and service requests within agreed timescales
Log incident and service request details per help desk procedures
Communicate with customer regarding incident progress
Ensure tickets are always updated until issues are resolved
Conduct customer satisfaction callbacks and surveys
Complete GET IT training for On-Site Support Analysts
Comply with Quality, Health, Safety and Environment policies and IT policies
Liaise with customers, other IT support groups and third-party providers when necessary
Perform staging of PCs (Requires use of SRSS and/or Autopilot. Manual O/S imaging, installation, configuration, and upgrades on client owned laptops issued to employees.)
Physical support for Network Refresh Activities
User on/off boarding process activities of delivering new laptops to new hires and taking custody of return laptops.
Smart-hand support for AV rooms, network, and facilities
e-waste – Data wiping and clean-up and after activities of handing over the disk to procurement.
COTS (Outlook, Office, Adobe etc.) and enterprise application break/fix support
Hardware break/fix e.g., audio/visual equipment, connectivity, copiers, fax, printers, scanners, digital signage)
OEM Vendor Coordination & Follow-up’s
Supporting the use of mobile devices to ensure user activation
Technical support for configuring field connectivity with VSAT, ensuring reliable and optimized communication
Teleport hardware Maintenance - maintaining field connectivity at Teleport sites, ensuring hardware is in optimal condition for seamless operations
Printing Server Infra. hardware support - add, change, or remove a Printing service server infrastructure, detailing the specific modifications as per printing standard
Data Server hardware support (Submit a request to add, change, or remove a Data storage service server infrastructure, specifying the necessary adjustments.
UPS system maintenance (Request IT onsite support to coordinate regular UPS system maintenance with the location facility coordinator.)
ePACS Server Infra. hardware support - add, change, or remove ePACS Server infrastructure, specifying the adjustments required.
IT hardware disposal based on dedicated request for IT hardware disposal service, including an inventory audit, disposal list, packing, and removal, ensuring compliance with disposal regulations
Support HR with on/off boarding process of new hires ensuring the PC track in and out.