Ohmstede Industrial Services, Inc. Job Template - IT Helpdesk Technician

Ohmstede Industrial Services, Inc.•Deer Park, TX

8d•Onsite

About The Position

This position will be responsible for providing first and second-level support for a variety of IT applications and technologies. The role involves serving as the first point of contact for employees needing technical assistance, providing technical and end-user support for issues directed to the helpdesk. This includes immediate support over the phone, resolution of tickets at your desk, or hands-on in-person assistance. The technician will triage incoming helpdesk requests, resolving those of a more general nature, and when necessary, assign the issue to appropriate IT staff members. Responsibilities also include documenting resolution of issues when closing helpdesk tickets, creating and maintaining formal procedures for problem resolution to share across the team, and working with others on the team to balance workload and provide coverage during all posted hours of support. Additionally, the role involves working with the support team to resolve issues that arise in purchased software applications, including shadowing users to observe errors, testing to duplicate errors, reporting issues to vendors and working with them to obtain fixes, resolving end-user procedural questions, documenting procedures, and testing new updates and enhancements. The technician will also be responsible for imaging, configuring, repairing, and deploying PC laptop computers and related components, and maintaining accurate inventory with the use of the company asset tracking system. System security responsibilities include creating and deleting network IDs or application logins, assigning folder permissions, and granting application security access.

Requirements

Excellent customer support skills, in person, over the phone, and in writing
Strong work ethic and can-do attitude
Professional demeanor and be a team player
Commitment to Innovation & Improvement
Dedication to improving the experience of interacting with computers for end-users
Logical problem-solving skills and a willingness to learn
Attention to details
Ability to multi-task and follow-up on requests
Strong software and hardware troubleshooting experience
Knowledge of Exchange, Teams, Office, Active Directory
Knowledge of PC imaging, BitLocker, end-point patching
Apple iPhone troubleshooting and support
Working knowledge of network operating systems, including Windows, Citrix, VMWare, etc.
Two or more years of experience supporting a complex applications environment is required.
Equivalent combinations of training and related experience may be acceptable.
Must comply with Ohmstede’s drug and alcohol policy.
Must have a valid driver’s license.

Nice To Haves

Completed a two-year computer program at a technical college
A four-year degree in Computer Science would be desirable.
TWIC card may be required.

Responsibilities

Serves as first point of contact for employees needing technical assistance.
Provide technical and end-user support for issues directed to the helpdesk.
Triage incoming helpdesk requests, resolving those of a more general nature, and when necessary, assign the issue to appropriate IT staff members.
Document resolution of issues when closing helpdesk tickets.
Create & maintain formal procedures for problem resolution to share across the team.
Work with others on the team to balance workload and provide coverage during all posted hours of support.
Work with the support team to resolve issues that arise in purchased software applications.
Shadowing users to observe errors, testing to duplicate errors, reporting issues to vendors and working with them to obtain fixes.
Resolving end-user procedural questions, documenting procedures, testing new updates and enhancements.
Image, configure, repair & deploy PC laptop computers and related components (monitor, dock, etc.).
Maintain accurate inventory with use of company asset tracking system.
Provide application and network security including creating and deleting network IDs or application logins, assigning folder permissions, and granting application security access.