Description

BASIC PURPOSE OF POSITION: 

The position will provide quality telephone, e-mail, and direct first-level support to the end users to assist in resolution of problems related to software, hardware, and security. In addition, the candidate should have in-depth knowledge of desktop workstations, printers, and related-equipment, Microsoft Windows–based operating systems and Microsoft Office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Installs, maintains, tests, and trains advisors and staff in software
• Receives users request, responds and diagnoses problem in person, over the phone and via chat.
• Supports users in setting up new hardware systems including workstations, printers and other mobile devices.
• Proactively ensures that all incidents or requests are handled in a timely manner
• Regularly communicates progress towards departmental goals
• Distributes and informs users about new procedures, policies and technologies established to help them be in accordance with compliance as well as using the tools to the maximum potential to help them in their business
• Produces reports specific to Help Desk request, such as the user calls by date, response times, status of calls (resolved, unresolved) and others as required.
• Performs all other duties as assigned.

Requirements

POSITION SPECIFICATIONS:

• A minimum of 2 years’ experience as a Technology Specialist/Help Desk
• Experience working with Help Desk ticketing and request system
• Two-year degree/technical preferred or equivalent combinations of technical training and/or related experience.
• Ability to be highly organized and display excellent oral and written communications skills.
• Effective communication skills and must have excellent listening and customer service skills demonstrated by dealing courteously, logically and effectively with all clients requesting assistance.
• Working knowledge of Office 365, Zoom, and administering Active Directory is preferred
• Knowledge of Oil and Gas Applications is preferred.
• Ability to work as an integral part of a work team and get along and cooperate with co-workers. 
• Ability to work in a fast-paced environment; process work rapidly, set priorities, work under pressure, effectively manage multiple task, and follow through with assigned tasks with limited supervision.
• Willingness to accept a work schedule with hourly demands that will vary as departmental workload fluctuates. Ability to work extra hours if needed to complete assignments.

PHYSICAL REQUIREMENTS:

Visual and manual dexterity are extremely important for this position as is mobility to walk safely in oilfields, along proposed improvement corridors, to view potentially impacted areas, and overall safely traverse irregular terrain. Visual acuity to safely drive at night and in a variety of weather conditions is required. 

The job presents work hazards that are customary in upstream oil & gas production sites. Incumbent will be subject to performing sedentary to light work, exerting up to 25 pounds of force occasionally, or constantly lift, carry, push, pull or otherwise move objects, reach overhead for items, stoop, bend, and twist while working. Other physical activities include ability to utilize fingers to feel and grasp objects or work devices as needed and manual dexterity in the use of the hands, seeing, talking, hearing, performing repetitive motions and standing for long periods of time. Incumbent must be able to drive a vehicle, usually a car or light truck, and get into and out of the vehicle on a regular basis. Requirements include walking on uneven ground and over or around obstacles or structures such as pipes or low rails and walls, and up and down stairs on a regular basis. 

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