Role - Desktop Support 

Availability: At the office on all weekdays; 8 am to 4.30 pm local time

Address : Suncor Energy International 

2455 Brighton Blvd Commerce City CO 80022

Roles & responsibilities

• Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems, MS Outlook & other M365 applications.

• Troubleshooting Unified communication tools such as Teams, Zoom video call related issues.

• Should be familiar with collaboration tools.

• Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.

• Troubleshooting Windows Profile, printers, shared drives related issues

• Troubleshooting Wireless connectivity problems.

• Deploying standard image on desktops and laptops. 

• To provide 1st line technical support; answering support queries via phone and email.

To maintain a high degree of customer service for all support queries and adhere to all service 

management principles.

• Familiarity with IT Infrastructure tools such as Endpoint manager, In tune, M365, etc. 

Technical Proficiencies

• To take ownership of user problems and be pro-active when dealing with user issues.

• Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed 

within defined SLAs. 

• Respond to inquiries from clients and help them resolve any hardware or software problems.

• To escalate more complex calls to the relevant IT Support member.

• To notify relevant staff to arrange for external technical support where problems cannot be 

resolved in house.

• Pre-build PCs. Good Experience in deskside support.

Required Skills and Experience

• Associate Degree in Computer Science or related field (2020,2021,2022)

• Exhibit HCL Technologies Guiding Principles

• Professional demeanour

• US Citizen /applicable to this job.

• Excellent communication skills 

Additional requirements 

- Must be comfortable working in a plant environment.

- Must possess a valid driver’s license. 

Also provide adhoc support at the following sites. 

1. Fort Lupton Crude Station 13250 County Rd 20 Fort Lupton CO 80621

2. Grand Junction Terminal 2230 Railroad Ave Grand Jungtion CO 81515 

3. Cheyenne Crude Station 199 S Morrie Ave Cheyenne WY 82007

4. Guernsey Crude Station 206 Tank Farm Rd Guernsey WY 82214 

5. Houston Business Office 1200 Smith St Suite 890 Houston TX 77002 

In addition to the responsibilities below, they should also be to, 

-  Troubleshoot network issues 

- Equipment rack and stack 

-  Assist with diagnosis of hardware and software in datacenters

- Power cycling customer equipment. 

- Identify and replace defective hardware

-Perform cabinet/cage audits