Desktop Support Technician (Midland)

The Senior Field Support Specialist provides a combination of project management and technical coordination for infrastructure projects and operational initiatives based on business requirements as defined by the scope of the project. The primary focuses of this position is to be the single point of contact for all IT related issues at the assigned site. This includes taking ownership for all IT issues and concerns, ensuring the appropriate escalations, and assist in determining the root causes of IT issues are understood and addressed.

Other responsibilities include, but are not limited to :

• Interact, build, and maintain strong relationship with all levels of the organization
• Responsible for supporting all hardware and software on company desktops and providing second / third level desktop support
• Install and troubleshoot Microsoft Windows 11 operating systems and standard business application, including desktop systems, associated peripherals, and verification of operation
• Experience in setting up MFP such as : Xerox, Konica-Minolta, and HP units for network scanning, scan to email, fax, and network printing
• Work with other IT groups to rollout hardware and software upgrade, implement new equipment and services, and assist with new product testing and special projects
• 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 the support center and directly interact with customers to resolve local and network related issues
• 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
• Document and revise all resolutions to be updated in IT knowledge base
• Be able to manage a heavy caseload and respond to customers request in a timely fashion
• Work flexible schedule, including possible holidays and provide off hours support on an on-call basis
• Travel expectation : 75% travel of the time within a three to four hour driving radius. Some overnight stays will occasionally be required

The successful candidate will meet the following qualifications :

• College or technical school degree is preferred
• 2 or more certifications are required in lieu of a degree : A+, Net+, Security+, MCP, MCDST, MCSA, MCSE, ITIL or equivalent
• 5 or more years of work related experience is required
• Responsible for working 2ndand 3rd level tickets
• Ability to manage multiple projects
• Experience in the following IT areas - PC, LAN, WAN, MPLS, Site to Site VPN, wireless, database and Cloud-based solutions, and DOS-based applications are required
• Ability to setup and manage mobile devices required (iPhone, iPad, Tablets, Android, and etc.) is required
• Experience working with an ITSM software is required (Clientele and / or Remedy is preferred)
• Prior experience in SCADA, GIS applications, and Gas Measurement applications is preferred
• Self-motivated and able to work with limit supervision
• Understanding of business strategy and the impact of IT on those strategies
• Exceptional customer support and interpersonal skills
• Excellent troubleshooting and problem solving skills
• Excellent verbal and written communication skills
• Strong organizational skills
• Have a mobile device (Apple\Android) that can be configured to use with or MDM solution. The device cannot be rooted or Jailbroken as our system will reject those devices due to security
• Must have a clean driving record, definitely no major infractions