Job Description:

Roles & Responsibilities :Provides second-line investigation and diagnosis.Resolves and closes incidents/service requests as per the procedures & allocated timelinesLogs relevant incident/service request details as per process in ITSM tool.Communicates with client regarding incident progressEnsures tickets are updated at all times until issues are resolvedComplies with Quality Health Safety Environment (QHSE) and IT policiesLiaises with clients, IT support groups and 3rd party providers when necessaryPerforms staging of PCsPerforms IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).Conducts hardware and software maintenance and supportTroubleshoots and resolves PC incidents and/or VIP requestsAssists with Site Security Officer (SSO) on IT security issues and virus eliminationCreates/maintain documentation for scope of workSpecial events coverage, meeting room & VCON & voice devices supportCentralized hardware and Spare part stocking and local site inventory management and asset managementStock managementBreak fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)Hardware vendor coordination for Break fixImaging & provisioning of devices. Setup and build workstationsUpdate AMDB including hardware and softwarePC and other devices - logistics managementCoordinate activities with third parties to resolve the IT issues or complete service requestsFollow standard operating procedures as documented in the knowledge management system.Providing trainings / demo's when needed to end usersOnsite admin tasks e.g. backup, OS migration.Onsite Operational support of Industrial mobility devicesMobility - Operational support for company owned mobile phones / tablet devices and BYODAsset DisposalCoordinate with regional/global support groups for end-to-end request resolution and escalation.Operational support ofBuyer certified standalone printers (driver installation / connectivity and printer software related troubleshootingOperational support for non-network connected HBO AIO Printer / Scanner / FaxLoading/Reloading of PCs with standard image for deployment of CME Kiosk MachinesFind out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.Technical Skills Strong knowledge of desktop/laptop hardwareGood knowledge of Win 10, Win 11 & MS OfficeKnowledge of Mac OS is preferredUnderstanding of daily operations and delivery processesApplication / software installation and trouble shootingKnowledge / exposure on ticketing tools (Service Now)Windows system administrationStrong Troubleshooting SkillsHardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.Understanding of active directory, networkingHardware, operating system & software knowledgeNote: We have multiple locations for this position in Texas area, New Jersey, Olathe. Paulsboro,Ardmore. Tyler, Washington, Williston, Mont Belvieu, Kemmerer