Airswift is currently looking for a Help Desk and Desktop Support Analyst to work in Houston for a major LNG project on an initial 1-year contract.
Provide timely and professional resolution of user requests for help and other services, provide technical support for end users and prepare hardware for new employees and contractors. Assist in the creation and upkeep of IT documentation and procedures and other knowledge repositories. Contribute to the development of policies pertaining to the help desk and desktop support. This is a hands-on position that involves working in a team-oriented and client-centered environment.
Primary Duties and Responsibilities
- Utilize Jira ticketing solution to record, update and document requests and ensure that user requests are handled promptly and that users are -satisfied with resolutions
- Work across multiple locations to support a wide range of users
- Work with others on the Help Desk & Desktop Support team to provide backup when gaps in coverage occur, including traveling to HQ if needed
- Provide end-user support in-person or remotely by phone, email or remote support tools assist to resolve software and hardware based technical issues on desktops, laptops, handheld devices, printers etc.
- Maintain expectations of support requestors around ETA, any impacts repairs may have and follow up to ensure issue resolution
- Escalate issues outside area of expertise to a subject matter expert (SME) when applicable
- Assist in ensuring data backup and integrity
- Help ensure that spare parts inventory is maintained at each site (HQ, plant) by complying with inventory control practices. Employ housekeeping practices to ensure that storage areas are tidy, accessible and items can be found with ease
- Update logs of disposed hardware
- Provide end-user training and instruction on systems, applications, security best practices, and company/IT policies in order to maximize end-user productivity
- Create, update, and maintain documentation as required and maintain Help Desk Scenarios procedures for troubleshooting
- Adhere to all IT policies
Qualifications and Experience
- Computer Service (3+ years)
- Customer Support (3+ years)
- Enterprise Support Experience (3+ years)
- Help Desk Systems Administration (3+ years)
Preferred
- Plant-site experience
- Microsoft Certified Professional ? MCITP or higher
- A+ Certification
External Relationships:
- Dell
- Lenovo
- Honeywell
- Cisco
- Open Text
- AT&T
- Microsoft
- CDW
- Verizon
- GoTo Resolve
Environmental/Working Conditions:
- Operates in a professional office environment within or outside of an industrial plant environment
- Routinely uses standard office equipment such as computers, phones, photocopiers w/scanner and fax, and filing cabinets
Physical Expectations:
The physical demands described here are representative of those that must be met by an incumbent to successfully perform the essential functions of this job
- The physical demands described here are representative of those that must be met by an incumbent to successfully perform the essential functions of this job
- Primarily a typical office environment
- Stand and/or sit continuously and perform job functions for a full shift
- Ability to move throughout all areas of the facility
- Able to wear all necessary PPE equipment to perform job functions
- Physically able to walk, stand, bend, stoop, kneel, reach, twist, lift, push, pull, climb, balance, crouch, handle and move items weighing up to 50 lbs. without assistance
- Visual acuity corrected to perform job functions
- Ability to distinguish color to perform job functions
- Exposure to indoor and outdoor weather conditions
- Possible exposure to hot, cold, wet, humid or windy weather conditions
- Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distraction
- Exposure to moving mechanical parts and electrical circuits
- Ability to drive to other Company work locations as required
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