Indorama Ventures: Indovinya · 2 weeks ago
IT Field Services Operations Technician
Clear Lake, TX
Full-time
Onsite
Entry, Mid LevelIndorama Ventures is a global leader in the chemical industry, dedicated to reimagining chemistry for a better world. The IT Field Services Operations Technician will provide daily IT onsite support for offices and production facilities, manage service requests, and collaborate with vendors to ensure effective technical solutions.
Chemicals
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
Required
High School Diploma or GED required
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, and to coordinate with network engineering on switch/WAP incidents
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 (Tier 2 analysts are expected to reconcile data quality with the service desk)
Reads/acts on endpoint/network monitoring signals and collaborates with resolver groups (e.g., logic/health alerts for WAPs, switches)
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
Preferred
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
Benefits
Health insurance
WellHub / TotalPass
Life insurance
And other exclusive benefits
Company
Indorama Ventures: Indovinya
Indovinya is the global specialty chemical and surfactants division of Indorama Ventures, with operations across 10 countries and 15 manufacturing locations.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase