IT Service Desk Specialist

Job Summary: A Fortune 500 client is seeking an experienced IT Service Desk Specialist to join their chemical plant team in the Clear Lake area. This individual will play a key role in resolving IT-related issues and providing top-tier support for end-users in a fast-paced environment. This is an exciting opportunity to contribute to dynamic initiatives and continuously learn and grow within a supportive team. Key Responsibilities: Resolve Level 1/Level 2 incidents and service requests (via phone, email, walk-up, and self-service portal) while ensuring exceptional customer service. Provision and maintain end-user computing equipment, including desktops, laptops, hardware, software, and peripherals, according to IT operations policies. Escalate incidents to appropriate IT operations teams as needed, ensuring proper handling and resolution. Monitor open tickets for accuracy, urgency, and resolution within Service Level Agreements (SLAs). Create and maintain a repository of technical documentation, including fixes, installation procedures, and technical tips. Research and assist in the implementation of new technologies following IT operations policy. Track and manage IT assets, both logical and physical, in line with IT operations procedures. Required Qualifications: Proven experience in a technology support role. Strong knowledge of Microsoft operating systems, including Windows 10, Office 2016, and internet browsers. Excellent communication, presentation, and interpersonal skills. Ability to work independently, with strong problem-solving and decision-making skills. Familiarity with Office 365, In-Tune, and ServiceNow platforms. Experience working in an OT environment or manufacturing plant, specifically in a chemical plant setting. Preferred Qualifications: A Certification or equivalent highly preferred. Experience supporting manufacturing plant environments. Familiarity with ITIL and HDI Incident Management Best Practices. Knowledge of Wintel (Windows client and server technology), Cisco networks, anti-virus software, and general security standards. Understanding of network protocols, standards, and security policies. Experience with BitLocker encryption.