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Desktop Support

realign-llc.com Logo

Realign

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Location:
United States , Spring

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

58000.00 USD / Year
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Job Responsibility:

  • Provides second-line investigation and diagnosis
  • Resolves and closes incidents/service requests as per the procedures & allocated timelines
  • Logs relevant incident/service request details as per process in ITSM tool
  • Communicate with client regarding incident progress
  • Ensures tickets are updated at all times until issues are resolved
  • Comply with Quality Health Safety Environment (QHSE) and IT policies
  • Liaise with clients, IT support groups and 3rd party providers when necessary
  • Performs staging of PCs
  • Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc)
  • Conducts hardware and software maintenance and support
  • Troubleshoots and resolves PC incidents and/or VIP requests
  • Assists with Site Security Officer (SSO) on IT security issues and virus elimination
  • Creates/maintain documentation for scope of work
  • Special events coverage, meeting room & VCON & voice devices support
  • Centralized hardware and Spare part stocking and local site inventory management and asset management
  • Stock management
  • Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
  • Hardware vendor coordination for Break fix
  • Imaging & provisioning of devices. Setup and build workstations
  • Update AMDB including hardware and software
  • PC and other devices - logistics management
  • Coordinate activities with third parties to resolve the IT issues or complete service requests
  • Follow standard operating procedures as documented in the knowledge management system
  • Providing training / demo’s when needed to end users
  • Onsite admin tasks e.g. backup, OS migration
  • Onsite Operational support of Industrial Mobility devices
  • Mobility - Operational support for company owned mobile phones / tablet devices and BYOD
  • Asset Disposal
  • Coordinate with regional/global support groups for end-to-end request resolution and escalation
  • Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting
  • Operational support for non-network connected HBO AIO Printer / Scanner / Fax
  • Loading/Re-loading of PCs with standard image for deployment of CME Kiosk Machines
  • Dedicated, collocated and enhanced ‘VIP/white glove’ approach to support
  • Basic applications support, including escalating to infrastructure/ support teams (note application functionality issues to be escalated to business capability support teams)
  • Take ownership and drive end to end incident resolution across site/above site EMIT and vendor teams
  • Timely communication of resolution status to stakeholders and users for awareness (even if ticket is assigned to other groups)
  • Build a strong network of Infrastructure, business and vendor contacts to resolve incidents effectively and reduce MTTR
  • Build awareness and understanding of critical business processes
  • Responsible for maintaining PC stock through inventory management and by imaging PC’s
  • Manage ROC Ticketing Queue (SLA’s and Closure TBD with EMIT and ROC Management)
  • Familiarity/knowledge with ROC’s business processes and requirements, standard application troubleshooting, and hardware requirements (monitors, docking stations, and other specialized hardware unique to the ROC)
  • Triage application (e.g., vendor supported SaaS apps) issues and escalate to Infrastructure support teams if not resolved (Note: application functionality issues to be escalated to application support teams and/or vendor for support)

Requirements:

  • Strong knowledge of desktop/laptop hardware
  • Good knowledge of Win 10, Win 11 & MS Office
  • Knowledge of Mac OS is preferred
  • Understanding of daily operations and delivery processes
  • Application / software installation and trouble shooting
  • Knowledge / exposure to ITSM based ticketing tools (e.g. - Service Now, Remedy)
  • Windows system administration
  • 5+ years experience

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
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