IT Field Services Operations Technician

Indovinya•Pasadena, TX

18d•Onsite

About The Position

Have you ever thought about being part of a company that reimagines chemistry every day to build a better world? That’s the purpose of Indorama Ventures, and we want you with us on this journey! We are looking for innovative, collaborative professionals who are ready to embrace the challenge of working in a company that is constantly expanding internationally. We value flexibility, partnership, and believe that the impact of our actions goes far beyond the chemical industry. Here, diversity matters. Our work environment is inclusive, diverse, and guided by respect, ethics, and equal opportunities for all. What we’re looking for: The technician provides daily IT onsite support for offices and production facilities in Clear Lake, Pasadena and other Indovinya sites as needed. They are responsible for managing service requests and incidents, supporting essential business systems and infrastructure, and collaborating with vendors as needed. All activities are performed in alignment with organizational standards for quality, safety, compliance, and accurate customer service procedures. Prioritized Essential Job Functions, Authorities and Responsibilities With Minimal supervision and Moderate decision-making: The technician serves as the primary point of contact for IT service requests, providing both remote and deskside support to ensure timely resolution of incidents within established service levels. They collaborate with various resolver groups and other IT departments as necessary to address and close issues, while diligently capturing and recording high-quality information and actions. Additionally, the technician monitors ticket queues, responds promptly to new requests, tracks outstanding calls and work orders, and communicates progress and escalations to users to uphold the organization's commitment to customer focus The technician serves as the primary focal point responsible for addressing region-specific IT requirements, which include global IT projects, vendor visits, local and regional controls, business development, issue escalation, licensing, and asset management. In executing these duties, the technician liaises with external support organizations and third-party suppliers to ensure effective collaboration and resolution of technical challenges. Maintain accurate records of all IT assets by regularly tracking inventory and ensuring timely updates to asset information within the ServiceNow Configuration Management Database (CMDB). This includes verifying asset details, documenting changes, and reconciling discrepancies to support effective asset lifecycle management and compliance with organizational standards. Collaborate with relevant teams to ensure asset data integrity and facilitate audits or reporting requirements as needed. The technician participates in broader Indovinya projects as deemed appropriate, including but not limited to acquisitions, disposals, major organizational restructuring initiatives, hardware refresh programs, and projects initiated by the IT department. The technician provides training to users on standard desktop and local applications, ensuring they are proficient in essential IT tools. Additionally, the technician instructs users on the correct procedures for submitting service requests and incident tickets, promoting efficient issue resolution and adherence to organizational protocols. This focused training helps streamline support processes and enhances overall user productivity.

Requirements

High School Diploma or GED required.
Endpoint administration: Expert-level troubleshooting for Windows 10/11 endpoints, drivers, profiles, GPOs, and application issues; proficiency with imaging and provisioning workflows (SCCM & Autopilot), device enrollment, compliance policies, and remediation scripts.
Microsoft 365: Strong working knowledge of Outlook, Teams, OneDrive, SharePoint, Office applications, and mobile app management, including data protection and collaboration features.
Networking fundamentals: Practical ability to diagnose connectivity (TCP/IP, DHCP/DNS, VLAN basics), Wi Fi client issues, VPN client problems, and to coordinate with network engineering on switch/WAP incidents.
Printing and peripherals: Experience supporting enterprise print services and MFPs, escalating to managed print vendors when appropriate.
Line-of-business apps: Familiarity with specialized manufacturing or engineering applications; capacity to support SAP GUI deployment/configuration.
Microsoft Intune (Endpoint Manager) for device and app lifecycle (policy, compliance, Win32 packaging, Autopilot).
Service desk and ticketing: Operates within our service desk processes; every request or incident is managed through tickets to ensure accountability and continual improvement.
ServiceNow CMDB awareness: Maintains accurate asset records and updates CI attributes aligned to asset lifecycle, change, and incident records (Tier 2 analysts are expected to reconcile data quality with the service desk).
Monitoring tools: Reads/acts on endpoint/network monitoring signals and collaborates with resolver groups (e.g., logic/health alerts for WAPs, switches).
ITIL-aligned practices: Skilled in Incident, Request, Problem, and Change workflows; ensures precise ticket documentation, impact/urgency assessment, and clear work notes and user communication.
Escalation management: Functions as a focal escalation point and coordinates effectively with managed service partners, and third party suppliers drive timely resolution.
Knowledge management: Creates/updates knowledge articles, runbooks, and end user guides; contributes to continuous improvement of support procedures.
Customer focus: Communicates clearly with users regarding status, next steps, and escalations; manages expectations and provides proactive updates on outstanding calls/work orders.
Cross-team coordination: Works closely with resolver groups (Network, Systems, EUC) and site operations; partners with vendors and MSPs on dispatches and specialized fixes.
Training support: Delivers concise user training on desktop apps and correct procedures for submitting service requests and incident tickets via the service desk.
Experience supporting multi site operations and coordinating onsite/remote dispatch with MSPs.

Nice To Haves

Associate degree in Computer Science, Information Technology, Electronics, or related field preferred
Certifications such as CompTIA A+ / Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL Foundation, or equivalent hands-on experience

Responsibilities

The technician serves as the primary point of contact for IT service requests, providing both remote and deskside support to ensure timely resolution of incidents within established service levels.
They collaborate with various resolver groups and other IT departments as necessary to address and close issues, while diligently capturing and recording high-quality information and actions.
The technician monitors ticket queues, responds promptly to new requests, tracks outstanding calls and work orders, and communicates progress and escalations to users to uphold the organization's commitment to customer focus
The technician serves as the primary focal point responsible for addressing region-specific IT requirements, which include global IT projects, vendor visits, local and regional controls, business development, issue escalation, licensing, and asset management.
In executing these duties, the technician liaises with external support organizations and third-party suppliers to ensure effective collaboration and resolution of technical challenges.
Maintain accurate records of all IT assets by regularly tracking inventory and ensuring timely updates to asset information within the ServiceNow Configuration Management Database (CMDB).
This includes verifying asset details, documenting changes, and reconciling discrepancies to support effective asset lifecycle management and compliance with organizational standards.
Collaborate with relevant teams to ensure asset data integrity and facilitate audits or reporting requirements as needed.
The technician participates in broader Indovinya projects as deemed appropriate, including but not limited to acquisitions, disposals, major organizational restructuring initiatives, hardware refresh programs, and projects initiated by the IT department.
The technician provides training to users on standard desktop and local applications, ensuring they are proficient in essential IT tools.
Additionally, the technician instructs users on the correct procedures for submitting service requests and incident tickets, promoting efficient issue resolution and adherence to organizational protocols.
Provide onsite support for the Dayton site once weekly
Regularly carries out all assigned responsibilities as part of their core duties.
Provides local language support on behalf of call center agents, functioning as an essential component of the Service Desk to facilitate effective communication and issue resolution.
Participates in and completes all company-mandated training programs.
Delivers advanced technology support for business-critical systems—such as Access Control, Human Resources, and Financial Systems—that require a higher level of expertise due to their significant operational impact.
Acts as the first point of contact for Site Management for all IT-related inquiries and issues when serving as the sole IT representative onsite, ensuring prompt and knowledgeable support.