Airswift is looking to hire a contract IT Field Services Technician to work on a 1-year W2 contract for their chemical manufacturing client located in the Port Neches, TX area. 

General Purpose of Role: Participate in the day-to-day operation and support of IT Field Services and deliver IT service as a deskside support technician in person on-site and at other associated client sites remotely where applicable. Responsible for end-to-end ownership of Service Requests and Incidents as part of team deliverance of IT service. Supports local business system applications and mission-critical servers/infrastructure for the site (e.g., File & Print, Network, Phone System, Access Control Systems, local HR, etc.) in and outside of traditional business hours in conjunction with vendors in client Organization functional roles. Fully contribute to activities that meet and integrate with client organizational requirements for quality management, health and safety, legal stipulations, environmental policies, and general duty of care. Operates the client end user support processes and information in line with the Customer Service procedures ensuring high accuracy and quality information.
Essential Functions and Responsibilities:
With minimal supervision and moderate decision-making: Provide remote and deskside support, acting as the point of contact for IT service requests and the resolution of incidents within the agreed service level. Works with various resolver groups to close issues and reach out to other IT departments where necessary. Charged with capturing and recording high-quality information and actions, monitoring their ticket queues, and responding timely to new tickets. Also tracks outstanding calls & work orders and will contact users informing them of call progress and escalations to meet the Customer Focus objective. Serves as the primary focal point for escalation to IT-managed service partners. Manages relations with vendors in client IT functional roles to collaborate and resolve escalated incidents and requests. Monitors the operational status of network components (routers, network switches, WAPs, etc.) via network monitor and takes action on abnormal traffic behaviors/outages. Participates in broader client projects as appropriate (e.g., Acquisitions, disposals, major re-structuring projects, hardware refresh, and projects raised by client teams). Leverages service desk best practices and process frameworks, such as ITIL to drive continual process improvement. Stays abreast of trends in service desk management, operations, technologies, sourcing, policies, procedures, and other external changes that could have an impact on service desk services. Provide local site training for users in standard desktop and local applications. Acts as a local representative for any client initiatives. Specifically, they will be responsible for any region-specific needs (global IT projects, vendor visits, local/regional controls, regional business development, regional issue escalation, licensing, and asset management). Liaises with external support organizations or third-party suppliers (e.g., Dell, Zscaler, ATOS). Knowledge Required
A qualified candidate should have broad knowledge & exposure in the following areas: Endpoint Management in an SCCM environment (imaging, deployment, and software push) M365 Suite (Productivity Apps, Outlook & Teams, OneDrive, Sharepoint, M365 Mobile Apps) Windows File Sharing and Print Services Enterprise Antivirus Deployment & Support VPN Connectivity & Related Technologies Support for industrial label printers (e.g., Zebra, BRADY, etc.) Networking Monitoring & Troubleshooting
Other general responsibilities:
Follows instructions and performs other duties as may be assigned by the supervisor.
Assists other employees in the accomplishment of client company goals.
Participates in and completes company-required training programs.
Participates in Environmental, Health, and Safety initiatives as set forth by the company.
Carryout all the following responsibilities on a regular basis:
Provide local language support acting on behalf of the call center agents as an integral part of the Service Desk function.
Provide technology support requiring more in-depth knowledge and expertise than standard for systems that have a higher impact on the business should they fail (e.g., Access Control, HR, Financial Systems).
Performs as first point of contact for Site Management for all IT-related issues/questions (if sole person onsite).

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