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Senior Desktop Support Technician

3 months ago

Houston, United States Primary Services Full time

Elevate your career by joining a global leader in the oil and gas industry. Enjoy the benefits of working as a senior-level contractor in a dynamic and innovative environment.


Primary Services is excited to announce the role of Senior Desktop Support Technician for our prestigious client in the energy sector. This senior-level position offers an opportunity to support a large, globally recognized company by providing top-tier technical support across various platforms and devices. Leverage your experience and expertise to ensure seamless operations and contribute to the success of high-impact projects.


Responsibilities:

  • Provide 1st, 2nd, and 3rd level technical support to end users for desktops, laptops, peripherals, mobile devices, TOIP phones, video conferencing systems, and both corporate standard and specialized software.
  • Maintain and manage tickets for Client Service Incident and Service Request resolution to meet customer expectations and service level agreements.
  • Offer training and guidance to end users on hardware and software usage, policies, procedures, and security protocols.
  • Ensure all incidents, service requests, and change management processes comply with departmental and service level targets.
  • Collaborate with global IT teams, especially in Mobility, Security, SCCM, and Workstation, to align with global standards and processes.
  • Implement software installation packages, security patches, and application updates using automated and manual methods as required.
  • Lead and participate in cross-functional projects, delivering solutions that meet business objectives.
  • Oversee and maintain hardware and software inventories, ensuring accuracy and up-to-date records.
  • Develop processes to improve IT service delivery, ensuring efficiency and effectiveness.
  • Work autonomously on technical issues, providing minimal direction and support to other team members.
  • Maintain a 95% customer satisfaction rate for standard users and 100% satisfaction for VIP users.
  • Develop and maintain PowerBI dashboards that enhance service delivery and provide KPIs to the business.
  • Support voice services by deploying physical phones and ensuring TEAMS telephone lines are operational.
  • Provide application and video conference support, including hardware installation and decommissioning.


Qualifications:

  • College degree or equivalent work experience.
  • Minimum 5 years of experience in end-user support.
  • Extensive knowledge of PC hardware, imaging software, Microsoft and Linux operating systems, and office automation tools (SCCM).
  • Proficiency in Active Directory user and computer management, networking essentials, and O365 applications (TEAMS, Outlook, OneDrive, SharePoint, PowerBI, PowerApps, Forms).
  • Excellent written and verbal communication skills in English; proficiency in Spanish and/or French is a plus.
  • Strong analytical, problem-solving skills, and ability to troubleshoot complex issues related to hardware, networks, active directory, and user applications.
  • Ability to travel to remote sites as needed and collaborate with IT and business personnel in different regions.
  • Experience in developing PowerBI dashboards and supporting IT-related presentations for projects or cost-saving initiatives.


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