Onsite Support Executive

2 months ago

Baytown, United States ApTask Full time
About Client:
The Client is a leading global IT services and consulting company, providing a wide range of services to clients in various industries, including banking, financial services, retail, manufacturing, healthcare, and more. It is one of the largest employers in the IT industry and has a vast and diverse workforce. The company places a strong emphasis on employee training and development. Client is known for its commitment to innovation and invests in research and development to stay at the forefront of technological advancements.
It offers a comprehensive set of services, including:
IT Services: Application development, maintenance, and testing.
Consulting: Business consulting, IT strategy, and digital transformation.
Business Process Outsourcing (BPO): Outsourcing of business processes to improve efficiency.
Enterprise Solutions: Implementation and support of enterprise-level software solutions. Digital Services: Services related to digital technologies, such as analytics, cloud, and IoT.

Salary Range: $45K-$58K/Annum

Job Description:
  • Strong knowledge of desktop/laptop hardware
  • Good knowledge of Win 10, Win 11 & MS Office
  • Knowledge of Mac OS is preferred.
  • Understanding of daily operations and delivery processes
  • Application / software installation and trouble shooting.
  • Knowledge / exposure on ticketing tools (Service Now)
  • Windows system administration
  • Strong Troubleshooting Skills
  • Hardware, 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, networking
  • Hardware, operating system & software knowledge
  • Strong understanding of AMDB and CMDB architecture
Roles & Responsibilities:
  • Provides second-line investigation and diagnosis.
  • Resolves and closes incidents/service requests as per the procedures & allocated timelines
  • Logs relevant incident/service request details as per process in ITSM tool.
  • Communicates with client regarding incident progress
  • Ensures tickets are updated at all times until issues are resolved
  • Complies with Quality Health Safety Environment (QHSE) and IT policies
  • Liaises with clients, IT support groups and 3rd party providers when necessary
  • Performs staging of PCs
  • Performs 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 support
  • Troubleshoots and resolves PC incidents and/or VIP requests
  • Assists with Site Security Officer (SSO) on IT security issues and virus elimination
  • Creates/maintain documentation for scope of work
  • Special events coverage, meeting room & VCON & voice devices support
  • Centralized hardware and Spare part stocking and local site inventory management and asset management
  • Stock management
  • Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
  • Hardware vendor coordination for Break fix
  • Imaging & provisioning of devices. Setup and build workstations
  • Update AMDB including hardware and software
  • PC and other devices - logistics management
  • Coordinate activities with third parties to resolve the IT issues or complete service requests
  • Follow standard operating procedures as documented in the knowledge management system.
  • Providing trainings / demo's when needed to end users
  • Onsite admin tasks e.g. backup, OS migration.
  • Onsite Operational support of Industrial mobility devices
  • Mobility - Operational support for company owned mobile phones / tablet devices and BYOD
  • Asset Disposal
  • Coordinate with regional/global support groups for end-to-end request resolution and escalation.
  • Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting
  • Operational support for non-network connected HBO AIO Printer / Scanner / Fax
  • Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines.


About ApTask:
ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com

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