Desktop Support

Description

Monitor multiple information technology systems and perform incident management and/or address

service requests related to IT systems and applications. Responsible for IT assets, per defined processes

as required by the position.

• Utilize Service Now and Power BI reports to monitor IT asset health and identify lost or missing

assets.

• Monitor physical inventory in the stock rooms and warehouses to ensure sufficient inventory of

desktops, laptops, and accessories. Prepare shipments to remote sites as

needed. Track shipments to ensure successful delivery and keep customers updated on

shipment status.

• Assist with asset issues that escalate beyond the status of the incident. Coordinate with the

appropriate team members to troubleshoot and resolve issues.

• Schedule and coordinate warranty work for desktops and laptops. Prepare out of date desktops

and laptops for recycling. Perform work in support of the lifecycle process for the end user

technology assets.

• Receive incoming IT equipment from vendors; prepare and ship IT equipment to ONE Gas

locations.

• Perform basic application and infrastructure monitoring functions.

• Create and route basic Service Now Incident tickets to appropriate IT teams and resolve/close IT

tickets as they are completed.

• Triage and diagnose end user technology issues.

• Assist with facilities projects that require infrastructure technology.

• Assist other IT teams in support of their projects in the field that include networking technology.

• Complete administrative level support duties. Collaborate with other IT teams.

• Perform imaging tasks for new and/or restored desktops and laptops.

• Regular and reliable attendance is required in the performance of the job.

• Employee may be required to perform additional duties as assigned.

• Applicable driver's license.

Working knowledge relative to:

• Computer hardware

• Awareness of Networking

• Communications

Working knowledge of current infrastructure technologies and the ability to understand and support

the following as required by position:

• Desktop/laptop hardware, operating systems, and Office suite

• IP networking

• Event monitoring, logging, and data collection techniques

• Virtualization Technologies

• Windows desktop operating system

Working knowledge of current infrastructure technologies and the ability to understand and support the

following as required by position:

• Windows servers

• Linux Operating systems

• CISCO switching and routing

Ability to interact with client calls, provide customer service, and respond to IT requests. An

understanding of incident and event handling, escalation, Business IT Automation, and ticketing systems

such as Service Now.

• Experience with the application of math and algebra.

• Demonstrated ability working with data reporting tools such as Excel.

• Ability to identify, research, and analyze system hardware problems and perform system

evaluations.

• Demonstrated ability to interact, guide, and communicate effectively with all stakeholders.

• Demonstrated ability to read and write fluently in English.

Skills

Asset inventory, ServiceNow, Linux, Hardware, Active Directory, Asset management, Windows, Windows Server

Top Skills Details

Asset inventory, ServiceNow, Linux ,Hardware ,Active Directory

Additional Skills & Qualifications

none

Experience Level

Intermediate

We have one position for in house desktop support and one that will require travel of 50% or more.