Desktop Support expert III

TekWissen ®; Crowley (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

TekWissen is seeking an Onsite Support Analyst to serve as a desktop support expert for hardware, software, and peripherals. You will provide second-line investigation and diagnose incidents, log requests, and ensure timely resolution.

You will work in a fast-paced environment supporting business-critical applications and VIP users, coordinating with global IT teams and third-party providers. Based in Crowley, TX, you will perform asset management, PC staging, and contribute to IT security

Qualifications

• Minimum 5 years of Onsite Support Analyst experience.
• Strong troubleshooting skills across hardware, software, operating systems, and networking.
• Excellent communication and customer service skills.

Responsibilities

• Provide second-line investigation and diagnosis.
• Log incidents and service requests per procedures.
• Escalate unresolved issues within agreed timescales.
• Maintain Global Asset Management database updates.
• Assist with infrastructure setup at location including network devices.
• Mentor junior team members.
• Lead small IT projects at location.

Skills

Onsite support

Troubleshooting

Customer service

Education

CompTIA A+ Certification

Network+ Certification

Tools

Microsoft Intune

Job description

Shift Timings:

Monday to Friday, 8:00 AM to 5:00 PM

Pay Rate:

$40.00 - $40.00/Hr

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients worldwide. Our client Limited is an oilfield services company and has more than 140 nationalities working in more than 120 countries. This Client has four principal executive offices located in Paris, Houston, London and The Hague. This Client is the world’s largest offshore drilling company.

Job Description:

The Onsite Support Analyst is responsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. The Onsite Support Analyst acts as the second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues.

• Provide second-line investigation and diagnosis.
• Resolve and close incidents and service requests as per help desk procedures and allocated timelines.
• Escalate unresolved incidents and service requests within agreed timescales.
• Log incident and service request details per help desk procedures.
• Communicate with customer regarding incident progress.
• Ensure tickets are updated at all times until issues are resolved.
• Conduct customer satisfaction callbacks and surveys.
• Complete GET IT training for On-Site Support Analysts.
• Comply with Quality, Health, Safety and Environment policies and IT policies.
• Liaise with customers, other IT support groups and third-party providers when necessary.
• Perform staging of PCs.
• Maintain Global Asset Management database with updates related to the assigned hardware.
• Perform Install, Move, Add and Change tasks.
• Perform hardware and software maintenance and support.
• Participate in IT team and follow up on objectives and key performance objectives.
• Perform Junior Level responsibilities above.
• Troubleshoot and resolve PC incidents and VIP requests.
• Liaise with third-party suppliers for hardware repair.
• Assist with SCSI on IT security issues and virus elimination.
• Assist local Server Team when server maintenance is required.
• Assist in infrastructure setup and renovation project at location including the network devices, Lenel PACs, CCTV, servers, PABX and Lync System.
• Perform Level 1 responsibilities above.
• Work with Distributed Services, Systems, Network Support and Event Management teams.
• Maintain asset management.
• Assist local Network Team when network equipment maintenance is required.
• Present to and educate customers on IT solutions, methods and tools to increase their efficiency.
• Organize and schedule UseIT training in location to match key performance objectives requirements.
• Participate in GeoMarket projects to accomplish common objectives.
• Participate as a key person in IT Domain structure.
• Supervise suppliers to perform maintenance, IMAC of IT equipment.
• Perform Level 2 responsibilities above.
• Channel requests for help to the appropriate functions for resolution, monitor resolution activity and inform customers of progress.
• Work with Enterprise Services teams to deploy upgrades to customers servers, LANs, WANs and wireless networks.
• Mentor junior members on the team.
• Manage small, low risk IT projects at location.
• Lead in GeoMarket projects to accomplish common objectives.
• Be ready to take on additional responsibilities such as Security Champion, LDAP Champion or Wellsite Connectivity Champion.
• Perform regular IT hardware disposal following the Fixed Asset Disposal Procedure.
• Ensure process consistency through calls, group meetings and workshops.
• Listen to, understand and interpret customer requirements to propose solutions that enable the business to be more efficient.

Requirements:

• Minimum 5 years of Onsite Support Analyst experience.
• Experience imaging and deploying devices using Microsoft Intune.
• Strong troubleshooting skills across hardware, software, operating systems, and networking.
• Experience supporting business-critical applications.
• Ability to work both independently and as part of a team.
• Excellent communication and customer service skills.
• CompTIA A+ Certification required.
• Network-related certification or knowledge (Network+ preferred).

Nice to have:

• Previous IT support experience within a manufacturing environment.
• Experience supporting CAD applications and engineering software.
• Leadership or team lead experience.
• Exposure to AI technologies, tools, or automation initiatives.
• Additional technical certifications such as Network+, Security+, or related certifications.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.