Desktop Support Technician

Desktop Support Technician

Location: Midland, Texas
Contract type: Contract (6+ months), onsite, day shift

Responsibilities

User Support and Incident Management

• Provide second-line investigation and diagnosis following Service Desk escalation.
• Resolve and close incidents and service requests according to procedures and agreed timelines.
• Escalate unresolved incidents and service requests within agreed timescales.
• Record incident and service request details in accordance with help desk procedures.
• Communicate incident progress to customers and keep tickets updated until resolution.
• Conduct customer satisfaction callbacks and surveys.
• Provide break/fix support for commercial off-the-shelf (COTS) software, including Outlook, Office, and Adobe, as well as enterprise applications.
• Support mobile device use and user activation.

Hardware and Software Management

• Repair and upgrade hardware.
• Stage PCs using SRSS and/or Autopilot.
• Image, install, configure, and upgrade operating systems on company-issued laptops.
• Provide hardware break/fix support for audio/visual equipment, connectivity devices, copiers, fax machines, printers, scanners, and digital signage.
• Coordinate with original equipment manufacturer (OEM) vendors and follow up as needed.

Infrastructure Support

• Provide on-site support for network refresh activities.
• Provide smart-hands support for AV rooms, networks, and facilities.
• Configure field connectivity with VSAT and help ensure reliable, optimized communications.
• Maintain Teleport hardware to support field connectivity and keep equipment in good operating condition.
• Support printing server infrastructure by adding, changing, or removing components in accordance with printing standards.
• Support data server infrastructure by submitting requests for component additions, changes, or removals, including necessary adjustments.
• Coordinate regular UPS maintenance with the location facility coordinator.
• Support ePACS server infrastructure by adding, changing, or removing components and making required adjustments.

Asset Management and Compliance

• Manage user onboarding and offboarding, including delivering laptops to new hires and taking custody of returned laptops.
• Manage e-waste processes, including data wiping, cleanup, and handing disks over to Procurement.
• Manage IT hardware disposal, including inventory audits, disposal lists, packing, and removal, in compliance with disposal regulations.
• Support HR with onboarding and offboarding, and track PC issuance and returns.
• Complete GET IT training for On-Site Support Analysts.
• Follow Quality, Health, Safety, and Environment policies, as well as IT policies.
• Liaise with customers, other IT support groups, and third-party providers as needed.