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Indorama Ventures · 1 month ago

IT Field Services Operations Technician

Pasadena, TX

Full-time

Onsite

Entry, Mid Level

Indorama Ventures is a global leader in the chemical industry, dedicated to reimagining chemistry to build a better world. The IT Field Services Operations Technician will provide daily IT onsite support for offices and production facilities, managing service requests and incidents while ensuring compliance with organizational standards.

ChemicalManufacturingTextiles

Responsibilities

The technician serves as the primary point of contact for IT service requests, providing both remote and deskside support to ensure timely resolution of incidents within established service levels. They collaborate with various resolver groups and other IT departments as necessary to address and close issues, while diligently capturing and recording high-quality information and actions. Additionally, the technician monitors ticket queues, responds promptly to new requests, tracks outstanding calls and work orders, and communicates progress and escalations to users to uphold the organization's commitment to customer focus

The technician serves as the primary focal point responsible for addressing region-specific IT requirements, which include global IT projects, vendor visits, local and regional controls, business development, issue escalation, licensing, and asset management. In executing these duties, the technician liaises with external support organizations and third-party suppliers to ensure effective collaboration and resolution of technical challenges

Maintain accurate records of all IT assets by regularly tracking inventory and ensuring timely updates to asset information within the ServiceNow Configuration Management Database (CMDB). This includes verifying asset details, documenting changes, and reconciling discrepancies to support effective asset lifecycle management and compliance with organizational standards. Collaborate with relevant teams to ensure asset data integrity and facilitate audits or reporting requirements as needed

The technician participates in broader Indovinya projects as deemed appropriate, including but not limited to acquisitions, disposals, major organizational restructuring initiatives, hardware refresh programs, and projects initiated by the IT department

The technician provides training to users on standard desktop and local applications, ensuring they are proficient in essential IT tools. Additionally, the technician instructs users on the correct procedures for submitting service requests and incident tickets, promoting efficient issue resolution and adherence to organizational protocols. This focused training helps streamline support processes and enhances overall user productivity

Provide onsite support for the Dayton site once weekly

Regularly carries out all assigned responsibilities as part of their core duties

Provides local language support on behalf of call center agents, functioning as an essential component of the Service Desk to facilitate effective communication and issue resolution

Participates in and completes all company-mandated training programs

Delivers advanced technology support for business-critical systems—such as Access Control, Human Resources, and Financial Systems—that require a higher level of expertise due to their significant operational impact

Acts as the first point of contact for Site Management for all IT-related inquiries and issues when serving as the sole IT representative onsite, ensuring prompt and knowledgeable support

Qualification

Endpoint administrationMicrosoft 365Networking fundamentalsITIL-aligned practicesServiceNow CMDBMicrosoft IntunePrintingPeripheralsLine-of-business appsTraining supportEscalation managementKnowledge managementCustomer focusCross-team coordination

Required

High School Diploma or GED required

Associate degree in Computer Science, Information Technology, Electronics, or related field preferred

Certifications such as CompTIA A+ / Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL Foundation, or equivalent hands-on experience

Expert-level troubleshooting for Windows 10/11 endpoints, drivers, profiles, GPOs, and application issues

Proficiency with imaging and provisioning workflows (SCCM & Autopilot), device enrollment, compliance policies, and remediation scripts

Strong working knowledge of Outlook, Teams, OneDrive, SharePoint, Office applications, and mobile app management, including data protection and collaboration features

Practical ability to diagnose connectivity (TCP/IP, DHCP/DNS, VLAN basics), Wi Fi client issues, VPN client problems

Experience supporting enterprise print services and MFPs, escalating to managed print vendors when appropriate

Familiarity with specialized manufacturing or engineering applications; capacity to support SAP GUI deployment/configuration

Microsoft Intune (Endpoint Manager) for device and app lifecycle (policy, compliance, Win32 packaging, Autopilot)

Operates within our service desk processes; every request or incident is managed through tickets to ensure accountability and continual improvement

Maintains accurate asset records and updates CI attributes aligned to asset lifecycle, change, and incident records

Reads/acts on endpoint/network monitoring signals and collaborates with resolver groups

Skilled in Incident, Request, Problem, and Change workflows; ensures precise ticket documentation, impact/urgency assessment, and clear work notes and user communication

Functions as a focal escalation point and coordinates effectively with managed service partners, and third party suppliers drive timely resolution

Creates/updates knowledge articles, runbooks, and end user guides; contributes to continuous improvement of support procedures

Communicates clearly with users regarding status, next steps, and escalations; manages expectations and provides proactive updates on outstanding calls/work orders

Works closely with resolver groups (Network, Systems, EUC) and site operations; partners with vendors and MSPs on dispatches and specialized fixes

Delivers concise user training on desktop apps and correct procedures for submitting service requests and incident tickets via the service desk

Experience supporting multi site operations and coordinating onsite/remote dispatch with MSPs