Hardware Support Specialist position available in HOUSTON. In addition to the list below, the candidate needs to have experience being responsive on the phone to customers and peers (call center type experience), experience with desktop, laptop and printer repair, including the ability to direct a local-site technician through the diagnostic steps over the phone.

Shifts (3): 7am-4pm CST, 8am-5pm CST, 10am-7pm PST (Specific Shift to be determined)

Description of Work
" Provide Technical support for resources within Local or Remote Sites on Intel PC's, Printer and Desktop applications
" Act as initial escalation contact for Customer Users and Desktop Operation managers
" Manage product escalations within 2nd and 3rd level support teams and escalate to PMO management if issue is not resolved per our escalate process.
" Attend Customer Desktop Operational meetings as required
" Support delivery team to meet Service Level Agreement requirements
" Act as focal point for Customer technical issues raised to local site team to resolve or escalate to engineering
" Act as focal point for Customer site issues raised to local site team when team lead is not available
" Communicate issues back to PMO as they develop
" Write postmortem for escalated calls when requested
" Responsible for the repair/install of Intel based Desktop PC's running various versions of Microsoft Windows from the following Vendors but not limited to IBM, Dell HP, Compaq, Toshiba and etc.
" Responsible for repairing/installing local and network printers
" Required to perform administrative duties accurately and timely such as inventories, audits, call management ticket updating and closure, asset management, timecards and etc.
" Responsible for following depot processes at their assigned site
" Requires only minimum management supervision to accomplish assigned tasks
" Requires only minimum technical support assistance to complete repairs
" Self motivated by looking for project improvements in efficiencies by creating tools, tech tips and stream lining tasks
" Perform troubleshooting over the phone and being able to remote into a device and upgrade firmware/etc if required
Hours of coverage:
" Actual shifts will be determined by site (3 separate shifts).
" May be required to work OT when required by PMO team (weekdays, weekends, Holidays)

Service Toolkit Recommendations
Typical tool set for servicing PC's and printers