IT Field Services Operations Technician

The Bergaila Companies•The Woodlands, TX

1d•Hybrid

About The Position

This position is for an IT Field Services Operations Technician. The Bergaila Companies is a nationally recognized leader in providing staffing services to all sectors of the energy industry, continually focusing on partnering with talented professionals and engineering the perfect fit between clients and employees. Choosing a career path with Bergaila grants immediate access to nationally recognized organizations. Bergaila consistently attracts and retains its Employees with a dedicated internal service team, top tier benefits programs for contractors and their families, and commitment to place individuals in their desired career. The client is a global industry leader in the creation of indispensable chemistry that benefits billions of people worldwide, creating safe and durable packaging for foods and beverages, pharmaceuticals, cosmetics, and technical polymers that benefit multiple industries.

Requirements

High School Diploma or GED required
Basic troubleshooting of Windows endpoints (user profiles, printers, drivers, applications)
Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Office suite)
Understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi connectivity, VPN clients)
Support for printers, monitors, docking stations, and other peripherals
Experience working within a service desk or ticketing system
Basic awareness of asset management systems such as ServiceNow CMDB
Understanding of basic ITIL concepts (Incident, Request, Change Management)
Ability to document troubleshooting steps clearly and accurately
Recognizes when to escalate issues appropriately
Strong customer service orientation and professional communication skills
Ability to explain technical concepts in clear, user-friendly language
Willingness to collaborate with other IT teams and external vendors
Demonstrates initiative, accountability, and a desire to grow technical skills

Nice To Haves

Associate degree in Information Technology, Computer Science, or related field preferred
1-3 years of experience in IT support, help desk, or desktop support preferred
Technical support experience considered a plus
Certifications (Preferred but Not Required): CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals or related Microsoft certification, ITIL Foundation
Exposure to device imaging or provisioning tools (SCCM, Intune, Autopilot, or similar) is a plus
Familiarity with endpoint management tools (Microsoft Intune or similar) preferred but not required

Responsibilities

Serve as a first-level point of contact for IT service requests, providing deskside and remote support
Troubleshoot common hardware, software, network connectivity, and peripheral issues
Accurately document all incidents and service requests in the ticketing system, ensuring clear work notes and resolution details
Monitor assigned ticket queues, respond to new requests promptly, and update users on status
Escalate complex issues to senior technicians or appropriate resolver groups following established procedures
Follow defined service level agreements (SLAs) and escalation processes
Provide primary onsite IT support for The Woodlands locations
Support local IT requirements under guidance from senior IT staff
Assist with onboarding and offboarding activities, including workstation setup, hardware deployment, and account coordination
Coordinate vendor visits and onsite support activities as directed
Assist in maintaining accurate IT asset records within the ServiceNow CMDB
Track hardware inventory, update asset information, and support periodic audits
Help reconcile discrepancies and ensure asset lifecycle activities follow company standards
Support hardware refresh programs and device replacement initiatives
Participate in IT-led initiatives such as hardware refreshes, site expansions, acquisitions, restructuring projects, or system upgrades
Assist with workstation imaging, provisioning, application installations, and device enrollments
Support technology rollouts and infrastructure-related activities under supervision
Provide basic user guidance on Microsoft 365 applications and standard desktop tools
Educate users on proper procedures for submitting service requests and incident tickets
Assist in developing simple knowledge articles or end-user documentation as needed