Desktop Engineer

USA Compression

2019-12-03 18:44:42

Job location Austin, Texas, United States

Job type: fulltime

Job industry: Engineering

Job description


    USA Compression Management Services, LLC, together with its affiliated public company (USA Compression Partners, LP) and its respective affiliates (the "Company"), provides natural gas compression services throughout the United States, generally under long-term, fixed fee services contracts. We are one of the largest independent providers of compression services in the United States and we owe our success to our employees as well as our customers. Our successes in the past have been, and in the future will be, centered primarily upon the quality of our people and our strong commitment to service for our customers on a 24/7/365 basis. This position is based at our downtown Austin, TX corporate office. We are located across the street from the famous Congress Street bridge (Bat Bridge) in the center of everything cool and hip in downtown Austin.

    Position Summary

    USA Compression is looking for a talented and ambitious Desktop Engineer to take ownership of the design and participate in the rollout of end-user systems. This individual will work with IT Management to engineer and test end-user solutions prior to company-wide deployment and must be extremely meticulous and detail-oriented. The role also requires the ability to continuously document and improve current processes and practices. They will additionally serve as a technical escalation point for the service desk company-wide. The position is located at our corporate headquarters and will be required to serve as hands-on support for local users, as well as first-line support for company VIPs.

    Duties and Responsibilities:

    • Assist management in research, evaluation, and deployment of service & endpoint management software as well as end-user hardware and applications.

    • End-user support for hardware and software installation, configuration, and troubleshooting within end-user computer systems (MAC 5% and Windows 95%) to include laptops, desktops, printers, and mobile applications.

    • Efficiently diagnose, troubleshoot, and resolve advanced technical issues from the desktop up to and including integration points with network and server resources.

    • Provide on-site support, assist via remote phone & email support when request volumes are high, and act as an escalation point for advanced or difficult help requests that may involve but are not limited to; installation of hardware or systems, software, network and communications devices (i.e., Cisco phone sets).

    • Maintain various messaging systems and client platforms (i.e., Outlook, Microsoft Teams, Webex).

    • Manage user accounts, permissions, email, anti-virus, local backup software.

    • Deploy and modify pre-packaged software, configurations, utilities, software default settings, etc. using automated deployment tools.

    • Assist in software releases and rollouts according to change management best practices.

    • Evaluate documented resolutions, and analyze trends for ways to prevent recurring issues, alerting management to emerging trends in incidents.

    • Escalate incidents with accurate documentation to suitable technician or vendor, when required.

    • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and criticality with an understanding and ability to maintain/exceed established SLAs.

    • Use remote tools and diagnostic utilities to aid in troubleshooting.

    • Research solutions through the internal and external knowledge base as needed.

    • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

    • Perform post-resolution follow-ups as required.

    • Contribute to technician knowledge base and training as needed.

    • Any other duties or responsibilities as assigned by supervisor.

    Required Skills and Capabilities:

    • Advanced knowledge of end-user computer hardware, including Dell and Mac laptops, docking stations, monitors, and desktops.

    • Experience with desktop operating systems, including Windows latest versions and macOS.

    • Extensive experience with Microsoft Office® services and applications, including Active Directory, O365, SharePoint, and other typical corporate applications.

    • Experience with endpoint and mobile device management tools.

    • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

    • Experience working in a team-oriented, collaborative environment.

    • Proven analytical and problem-solving abilities with exceptional customer service orientation.

    • Willingness to learn new skills and work outside of your comfort zone with the end-user community.

    • Self-directed work style with the ability to communicate politely, clearly, and effectively and to persuade and/or influence internal customers on matters of a technical and/or complex nature.

    • Ability to identify, develop, standardize, and document operational processes.

    • Ability to research a wide range of computing issues; ability to absorb and retain information quickly and to present ideas in user-friendly, business-friendly, and technical language.

    • Keen attention to detail.

    • Solid organizational skills with the ability to multi-task and handle ever-changing priorities.

    • Stay up to date on the latest end-user technology trends and industry standards.

    • Ability to understand written and verbal communication from the company and supervisor including training, procedures, instructions, etc.

    • Must be very comfortable using Microsoft Powershell for AD and O365 administration.


    • 5-8 years experience in a customer-facing deskside support/end-user computing role.

    • Associates or Technical Degree in related field min. BS/BA preferred.

    • Industry-recognized technical certification(s) are a plus.

    Working Conditions:

    • Periodic lifting requirements of up to 25 lbs.

    • The incumbent spends most of the time sitting or standing in a comfortable position with ample opportunity to move about.

    • Travel may be required but is expected to be less than 10% of the time worked.

    • The position requires the ability to read and interpret data as well as having the capacity to professionally and effectively communicate (verbally and written) with both company and outside personnel.


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