Specialist - IT Service Desk

Celanese is hiring an IT Service Desk Specialist for an onsite role in the Clear Lake area (Pasadena, TX) at a chemical plant environment. This position focuses on delivering responsive, high-quality IT support to end users while keeping workplace technology secure, documented, and well maintained.

What you’ll do

• Resolve Level 1 and Level 2 incidents and fulfill service requests across phone, email, walk-up support, and the self-service portal, aligned with service level targets and strong customer service standards.
• Provision and maintain end-user computing equipment, including desktop and laptop hardware, software, and peripherals, following IT operations policy and procedures.
• Escalate incidents to the appropriate IT operations resources in accordance with established procedures.
• Monitor open tickets for accuracy, urgency, and problem resolution within prescribed Service Level Agreements.
• Create and maintain a document repository containing fixes, installation procedures, technical tips, and other office technology processes.
• Identify, research, and support implementation of new technologies in line with IT operations policy and procedures.
• Track and manage IT assets (logical and physical) according to IT operations policy and procedures.

What you bring

• Proven experience in a technology support role.
• Strong knowledge of Microsoft-based operating systems, with emphasis on Windows 10, Office 2016, and Internet Browsers.
• Excellent interpersonal skills, including communication and presentation.
• Commitment to standardization and continuous improvement.
• Ability to work independently and make decisions where necessary.
• Familiarity with Office 365 components.
• In-Tune and ServiceNow platform experience or exposure.
• OT environment exposure and manufacturing plant, chemical plant experience.
• A+ certification or equivalent is highly preferred.
• Experience supporting a manufacturing plant.
• Familiarity with ITIL and HDI Incident Management best practices.
• Familiarity with Wintel (Windows client and server technology), Cisco-preferred networking, anti-virus, and general security.
• Understanding of network standards, protocols, and security policies.
• BitLocker Encryption experience.

Tools and technologies you’ll work with

Windows 10, Office 2016, Internet Browsers, Office 365, In-Tune, ServiceNow, ITIL, HDI Incident Management, Wintel, Cisco, anti-virus, and BitLocker Encryption.