Desktop Support Technician

The Desktop Support Technician role is an onsite position in Oklahoma City, Oklahoma with VASPIRE Technology. You will support users after initial Service Desk contact, handle second-line investigation, and complete end-user incident resolution through hardware repairs, upgrades, and PC staging activities.

Role Overview

As a second-line desktop support specialist, you will investigate and diagnose issues forwarded from the Service Desk. After diagnosis, you will resolve and close incidents and service requests according to established procedures and allocated timelines, keeping tickets accurately documented throughout the lifecycle of each request.

Key Responsibilities

• Provide second-line investigation and diagnosis following Service Desk engagement.
• Resolve and close incidents and service requests in line with procedures and allocated timelines.
• Escalate unresolved incidents and service requests within agreed timescales.
• Perform hardware repair and hardware upgrades.
• Log incident and service request details in accordance with help desk procedures.
• Communicate with customers regarding incident progress and updates.
• Ensure tickets remain updated 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 relevant IT policies.
• Liaise with customers, other IT support groups, and third-party providers when necessary.
• Stage PCs using SRSS and/or Autopilot.

Technologies and Training

You will work with the following tools and training areas:

• SRSS and Autopilot for PC staging
• GET IT training for On-Site Support Analysts

Location and Travel Requirement

This role is based onsite in Oklahoma City, OK. For the first 2 weeks, the selected candidate must travel to Midland, TX for training. Expanses will be reimbursed.

Compensation

Pay for this position is USD 22 to 23 per hour.