Onsite Technical Support Specialist

2 weeks ago

Beaumont, Texas, United States ApTask Full time
About the Client:
The Client is a prominent global IT services and consulting organization, delivering a broad spectrum of solutions to clients across various sectors, including finance, retail, manufacturing, healthcare, and more. As one of the largest employers in the IT domain, the company boasts a vast and diverse workforce. It prioritizes employee training and development and is recognized for its dedication to innovation, investing significantly in research and development to maintain its competitive edge in technological advancements.
It provides a comprehensive array of services, including:
  • IT Services: Application development, maintenance, and testing.
  • Consulting: Business consulting, IT strategy, and digital transformation.
  • Business Process Outsourcing (BPO): Streamlining business processes to enhance 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: $55K-$58K/Annum
Location: Various locations

Job Responsibilities:
  • Demonstrate strong knowledge of desktop and laptop hardware.
  • Possess good understanding of Windows 10, Windows 11, and Microsoft Office.
  • Familiarity with Mac OS is advantageous.
  • Comprehend daily operations and delivery processes.
  • Conduct application/software installation and troubleshooting.
  • Experience with ticketing tools (e.g., Service Now).
  • Perform Windows system administration tasks.
  • Exhibit strong troubleshooting skills.
  • Possess hardware, operating system, and software knowledge for laptops, desktops, mobile devices, and printers.
  • Support computer peripherals, including printers, scanners, and non-standard devices.
  • Understand active directory and networking concepts.
  • Demonstrate a solid understanding of AMDB and CMDB architecture.
Key Duties:
  • Provide second-line investigation and diagnosis.
  • Resolve and close incidents/service requests in accordance with procedures and timelines.
  • Log relevant incident/service request details in the ITSM tool.
  • Communicate with clients regarding incident progress.
  • Ensure tickets are updated until issues are resolved.
  • Comply with Quality Health Safety Environment (QHSE) and IT policies.
  • Liaise with clients, IT support groups, and third-party providers as necessary.
  • Stage PCs and perform IMAC (Install, Move, Add, and Change) for end-user hardware.
  • Conduct hardware and software maintenance and support.
  • Troubleshoot and resolve PC incidents and VIP requests.
  • Assist with IT security issues and virus elimination.
  • Create and maintain documentation for the scope of work.
  • Provide support for special events, meeting rooms, and voice devices.
  • Manage centralized hardware and spare part inventory.
  • Coordinate break-fix services for small sites.
  • Oversee imaging and provisioning of devices.
  • Update AMDB with hardware and software information.
  • Manage logistics for PCs and other devices.
  • Coordinate with third parties to resolve IT issues or complete service requests.
  • Follow standard operating procedures as documented in the knowledge management system.
  • Provide training and demonstrations to end users as needed.
  • Perform onsite administrative tasks such as backups and OS migrations.
  • Support company-owned mobile devices and BYOD.
  • Coordinate with regional/global support groups for end-to-end request resolution.
  • Provide operational support for standalone printers and non-network connected devices.
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. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

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