Sr. Desktop Support Technician

Information Technology Department
Dallas, TX - On-site
Contract Position (6-month contract with potential for full-time employment)

About Our Client

Our client is a privately held exploration and production company with nearly 90 years of successful worldwide petroleum operations, establishing itself as one of the world's leading independent energy companies. The company operates globally with a rich heritage built on honesty and integrity, focusing on growth-oriented leadership and maintaining high standards for the quality and competency of its people. Their mission centers on efficient operations and technical excellence while fostering a culture that values both innovation and traditional energy industry expertise.

Job Description

The Sr. Desktop Support Technician will play a crucial role in delivering exceptional IT service focused on enhancing the user experience and providing technical solutions for employees across the organization. This position requires someone who takes ownership of their work, demonstrates resourceful problem-solving skills, and can think creatively when addressing technical challenges. The successful candidate will collaborate with a dynamic team to provide both local and remote support while managing projects that require clear communication and timely completion.

This role offers the opportunity to make a significant impact on the company's digital workspace strategy, working closely with senior engineers to ensure alignment with business goals and technological advancements. The ideal candidate is passionate about setting high performance standards and thrives in an energetic team environment while delivering fully integrated technical solutions that enhance productivity across the organization.

Duties and Responsibilities

• Perform onsite advanced support duties including troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on end-user devices
• Complete lifecycle management updates in the Asset Management Database (AMDB) and maintain chain of custody documentation for devices
• Provide support for video conference systems (Teams Rooms), mobile devices (Android and iOS), and IP telephony (VOIP) systems
• Proactively identify potential issues that could impact customer experience and research solutions with vendors
• Collaborate with Sr. Workplace Engineer to set strategy for end-user digital workspace and ensure hardware/software compatibility
• Mentor junior team members to develop their skills and help them take on more complex tasks
• Provide feedback on technical process issues to improve overall service delivery
• Coordinate with end users on service expectations and availability
• Write, review, and maintain knowledge base for administration tasks, software/hardware installation, and troubleshooting
• Support remote retail and office sites including virtual devices and Point of Sales (POS) hardware
• Manage and maintain inventory levels of end-user hardware within established minimum and maximum stock levels
• Dispose of broken, damaged, and end-of-life assets utilizing company-approved providers
• Maintain vendor relationships and manage procurement processes including obtaining hardware quotes
• Track shipments and deliveries while updating stock levels and lifecycle statuses
• Support annual hardware refreshes based on established refresh cycles
• Keep hardware catalog current by adding new models and removing obsolete ones

Required Experience/Skills

• High School Diploma required
• Minimum of 3 years of IT desktop support experience
• Strong organizational and inventory management skills
• Proficiency in asset management tools and databases
• Knowledge of hardware lifecycle management and refresh processes
• Experience with Desktop/Laptop PXE boot imaging using industry standard tools (SCCM, Tanium, etc.)
• Proficiency in installing and troubleshooting Microsoft OS, O365 Suite, Microsoft collaboration tools (Teams, SharePoint), and other collaboration tools such as Box
• Ability to manage vendor relationships and procurement processes
• Strategic thinking ability to align hardware strategies with business objectives
• Experience troubleshooting and resolving Citrix/VDI client issues
• Working knowledge of Active Directory and network connectivity (TCP/IP, DNS, WINS, DHCP, wireless, basic VoIP phone administration)
• Ability to read and understand technical manuals, procedural documentation, and OEM guides
• Basic knowledge of ITIL and experience with industry standard ITSM tools (Helix, ServiceNow, Remedy, Cherwell, HEAT)
• Excellent communication and collaboration abilities
• Ability to follow processes, learn quickly, and provide excellent customer support in a corporate environment

Nice-to-Haves

• Associates degree or bachelor's degree in Computer Science or related technology background
• Industry standard IT certifications (A+, Microsoft Office, MCP)
• Experience in energy industry or similar corporate environment
• Previous experience with asset lifecycle management in enterprise environments

Education

High School Diploma required; Associates or Bachelor's degree in Computer Science or related technology field strongly preferred

Pay & Benefits Summary

• Highly competitive compensation package
• 401K with exceptional 12% employer contribution (6% match + 6% non-matching contribution) with no vesting period
• Five to eight weeks of PTO annually based on experience, plus eleven additional holidays per calendar year
• Comprehensive Medical/Dental/Vision benefits starting day one with low employee premiums
• Education Assistance Program
• Free covered employee parking (Dallas HQ employees)
• Free specialty coffee bar and onsite breakfast/lunch area (Dallas HQ)
• Strong commitment to work/life balance and ongoing professional development opportunities

Physical Requirements

• Ability to bend, lift, and carry up to 50lbs
• Extensive daily walking throughout campus required

Schedule: 8:00 AM - 5:00 PM, Monday-Friday with coordination based on business needs. Must be willing to work nights, weekends, and holidays for on-call duties.

Call-to-Action

Ready to join a team that values excellence and innovation? Apply today to become part of a company with 90 years of success and a commitment to exceptional employee experience!

Keywords: Desktop Support | IT Technician | Asset Management | SCCM | Microsoft O365 | Active Directory | ITIL | Hardware Support