Job Description

Senior Desktop Support Specialist

JOB-10044289

Anticipated Start Date

7/14/2025

Location

Austin, TX

Type of Employment

Contract-to-Hire

Employer Info

Our client is an American natural gas and crude oil pipeline company with headquarters in Houston, Texas.

Job Summary

The Senior Desktop Support Specialist will provide Tier I and Tier II technical support for all hardware and software required by the organization. The role will also involve technical assistance and coordination for infrastructure, security, and operations projects defined by business initiatives and operational needs.

Job Description

• Support for Microsoft Office 365 on PC and Mac platforms.
• Support a user base with 80% Mac OSx and 20% PC
• Support for Adobe Creative Cloud-based applications.
• Provide technical support services in person, via email, phone, and remote sessions.
• Resolve issues that could not be resolved via first-level support and ensure customers are able to perform their business requirements.
• Respond to phone and email inquiries that are placed at the Support Center or directly and interact with end-user customers to resolve local and network-related issues.
• Work with other IT groups to roll out hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects.
• Must support all hardware/software on company desktops/laptops and provide expert second-level support.
• Follow EPCO IT security policies and procedures.
• Assist in remediating any malware/virus issues.
• Assist in the coordination and evaluation of software required to support the business.
• Diagnose and troubleshoot hardware, software, and connectivity issues.
• Install, verify, and troubleshoot the installation and operation of macOS, Microsoft Windows 10/11 operating systems, business applications, and peripherals.
• Knowledge of migrating an end user from one computer to another while maintaining OS settings, applications, and role requirements
• Troubleshoot all computers, copiers, fax machines, scanners, and any other IT-related issues reported via Remedy.
• Onboarding and offboarding of employees and contractors.
• Maintaining hardware inventory and ordering equipment as required by the business.
• Follow up with end users to ensure problems are resolved successfully and satisfactorily.
• Document and update the written knowledge base and procedures for issues resolved.
• Suggest, design, implement, and test a computer for compliance with standards.
• QA software packages before they are passed to production.
• Be able to manage a heavy caseload and respond to customers' requests in a timely fashion.
• Work a flexible schedule; provide off-hours support on an on-call basis.
• Travel to remote sites when required.
• Deliver superior customer service.
• Maintain detailed documentation of each service call in an online tracking system.
• Work in a team environment as well as individually.
• Perform other duties as assigned.
• Fix/troubleshoot hardware issues, use Apple Care or Dell Tech Direct for warranty repair
• Working knowledge of implementing and using JAMF in a company setting
• Collaboration tool support: Slack, MS Teams

Skills Required

• Minimum of 4 years’ experience supporting desktop hardware and software.
• Minimum of 4 years’ experience in understanding technical infrastructure, including local area network, wide area network, servers, desktops, and multiple operating systems.
• Possessing any of the following certifications would be highly desired: ACSP (Apple Certified Support Professional, A+, Net+, MTA, MCSA (current OS), MCSE, ITIL.
• Experience in the following IT areas: PC, LAN/WAN, Wireless connectivity, Database connectivity, Imaging (MDT, SCCM, Ghost), WinDBG, ProcMon, VPN, DOS applications.
• Experience and knowledge of Server 2019 and 2022 as well as Cisco Routers/Switches.
• Ability to set up and manage mobile devices required (iPhones, Android OS, etc.).
• Experience setting up HP LaserJet and MFD devices is required.
• Experience working with an ITSM software required (Remedy preferred).
• Experience with Creative Suite applications such as Adobe Photoshop, LightRoom and Design apps.
• Experience with Vjoon K4 application.
• Ability to lift 30 lbs.

Education/Training/Certifications

• With A bachelor’s degree or similar years of experience is preferred.

Additional Requirements

• Candidates must be eligible to permanently work in the US

“We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.”

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