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Desktop Support Specialist

4 weeks ago

Baytown, Texas, United States Diverse Lynx Full time
About the Role

We are seeking a skilled Desktop Support Specialist to join our team at Diverse Lynx LLC. As a key member of our IT department, you will be responsible for providing second-line investigation and diagnosis, resolving and closing incidents/service requests, and ensuring tickets are updated at all times until issues are resolved.

Key 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 Us

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. We promote and support a diverse workforce across all levels in the company.