Customer Support/Service, Help Desk, On Site Support, Technical Support
QUALIFICATIONS
RESPONSIBILITIES
Provide L2L3 deskside support for hardware, software OS and peripheral issues across Windows and macOS environments
Manage and resolve escalated tickets from the service desk within defined SLASLO targets ensure accurate ticket hygiene and knowledge base KB updates
Execute device lifecycle activities, including imaging, configuration, deployment refresh and decommissioning, aligned to zero-touch enrollment ZTE principles using Microsoft Intune and or Jamf
Support onboarding and offboarding JML processes for HQ based employees, including device provisioning and account readiness
Perform break-fix and warranty coordination for end-user hardware: laptops desktops, peripherals, monitors, mobile devices
Administer and troubleshoot M365 applications Outlook Teams, OneDrive SharePoint, and collaborate with the Desktop Engineering team on policy and configuration issues
Maintain asset inventory accuracy within the ITSM platform, enforce asset tagging and audit compliance
Proactively identify recurring issues and contribute root cause findings to Problem Management Support patch compliance and endpoint security posture in coordination with the
Desktop Engineering team
Contribute to continual service improvement CSI initiatives and document resolutions for reuse across the knowledge base
White Glove Executive Support
Provide dedicated high-priority technology support to C-suite VP-level and designated VIP users; proactively anticipate needs before issues arise
Own the full device lifecycle for executive population pre-staging configuration, deployment and refresh with zero impact delivery
Serve as the named point of escalation and white-glove contact for EUS at HQ, maintaining discretion and professionalism at all times
Conduct proactive device health checks and environmental sweeps for executive offices and high-use collaboration spaces
Coordinate closely with Executive Assistants and Chiefs of Staff to align around travel events and tech readiness
Audiovisual AV Support
Manage and support all AV infrastructure across HQ conference rooms, boardrooms, all-hands spaces and huddle rooms, video walls, projectors, display systems, microphone speaker arrays, and room control panels
Provide hands-on support and preventive readiness checks for town halls, board meetings, executive briefings, and large format events
Administer and troubleshoot Microsoft Teams Rooms MTR Zoom Rooms, Cisco Webex, and associated hardware Poly, Logitech, Crestron, Extron Biamp
Maintain AV system documentation, cable management standards, and room configuration records; manage vendor escalations for AV break-fix
Partner with Facilities and IT Infrastructure on AV project deployments and room refresh initiatives
LOCATION
Houston, TX
POSTED
1 day ago
The Deskside Support Technician provides hands-on in person technical support to end users at the corporate headquarters. This role serves as the primary onsite resolver for hardware software and connectivity incidents that cannot be resolved remotely and acts as a key contributor to Field Services quality and the overall employee experience at HQ