IT Desktop Support Technician II

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Job description

Position Summary:

The Field Support Specialist will provide a combination of project management and technical coordination for infrastructure projects and operational initiatives based on business requirements from both EPCO, Inc. Corporate Houston and field offices, as defined by the scope of the project. The primary focus of this position is to be the single point of contact for all IT-related issues at the assigned site. This includes taking ownership of all IT issues and concerns, ensuring the appropriate escalations, and assisting in determining the root causes of IT issues are understood and addressed.

Responsibilities:

• Interact, build, and maintain strong relationships with all levels of the organization.
• Responsible for supporting all hardware and software on company desktops and providing expert second-level desktop support.
• Provide current communication and assist in the execution of IT initiatives that might impact the respective assigned sites.
• Develop and maintain up-to-date PC and accessories inventory and promote IT standards for their assigned sites.
• Respond to phone and e-mail inquiries that are placed in your queue and directly interact with customers towards a resolution.
• Follow up with end users to ensure problems are resolved successfully and satisfactorily.
• Provide IT training to customers to ensure successful use of IT equipment.
• Maintain professional growth and development through continued education and training.
• Work with other IT groups to roll out hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects.
• Install and troubleshoot Microsoft Windows 10 operation systems and standard business applications, including desktops and laptops, and associated peripherals.
• Document and revise all resolutions to be updated in IT Knowledge Base
• Be able to manage and prioritize a heavy caseload and respond to customer's requests promptly.
• Work a flexible schedule and provide after-hours support as necessary.
• Maintain detailed documentation of each service call in an online tracking system.
• Perform other duties as assigned.

Education/Experience:

• Preferably a 4-year Bachelor's degree in Information Systems from an accredited college/university or comparable knowledge/experience in a technology-related field
• Fluent in written and spoken English.
• Possessing any of the following certifications would be highly desired: A+, Net+, MCP, MCDST, or HDI Desktop Field Support Technician or comparable.
• 2 or more years of work-related experience required, preferably in the Oil and Gas Sector
• Experience in the following IT areas PC, LAN, WAN, Site-to-Site VPN, Wireless (preferably Cisco) and web-based solutions, and DOS-based applications are required.
• Experience and knowledge of Server 2019, Cisco Routers and Switches
• Ability to set up and manage mobile devices required (iOS, Androids, Air Cards, etc.)
• Experience in setting up HP LaserJet and Multi-functional printers required.
• Experience working with ITSM software preferably BMC Remedy.

Qualifications/Skills

• You must be a U.S. Citizen or a non-citizen national of the U.S., or a legal alien.
• Self-motivated and able to work with limited supervision.
• Understanding of IT Infrastructure, Security and Applications.
• Time Management Punctuality is critical.
• Understanding of business strategy and the impact of IT on those strategies.
• Exceptional customer support and interpersonal skills.
• Excellent troubleshooting and problem-solving skills.
• Desire to learn, work, and contribute to a team environment to accomplish overall team objectives in a demanding organization.
• Excellent verbal and written communication skills.
• Ability to document Status Report, Inventory/Asset Sheet, and Vacation.
• Willingness to travel with Techs to learn how they function with I.T. equipment.
• Strong organizational skills

Physical Requirement

• Ability to routinely lift at least 50 lbs.

Travel Requirement

• Must be willing to travel up to 80% for daily site visits as needed and possibly overnight stays.
• Excellent driving record required, with no major violations within the last three years.
• Estimated radius of travel is about 100 miles from Katy, TX/Sugarland, TX for routine travel with occasional longer distance.

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