IT Service Desk Specialist

Diversified Gas & Oil Corporation (“DGOC”) is a wholly-owned subsidiary of Diversified Energy Company PLC, a US-based company listed on the New York Stock Exchange (NYSE) and London Stock Exchange (LSE) under the ticker symbol “DEC”. Diversified Gas & Oil Corporation (DGOC) is an established owner and operator of producing conventional and unconventional natural gas & oil wells and midstream pipelines and compression stations concentrated in the Appalachian Basin in the United States. Headquartered in Birmingham, AL, our field operations are located throughout the Appalachian Basin in the states of Tennessee, Kentucky, Virginia, West Virginia, Ohio, and Pennsylvania. In 2021, Diversified announced our expansion into our Central Regional Focus Area, which includes producing areas within Louisiana, Texas, Oklahoma, and Arkansas.

The IT Service Desk is the first line of support for DGOC’s IT environment. Service Desk Specialist are responsible for incidents, escalations, and resolution. Additional responsibilities would include support and adoption of the Microsoft 0365 offerings. This role will also be responsible for supporting our corporate & field operations across all assets, onsite and remotely.

Key Responsibilities

· Respond to help desk tickets, phone calls, and emails, providing in-depth troubleshooting.

· Diagnoses and troubleshoot hardware, software, and network connectivity issues.

· Assist users with password resets, account lockouts, and access permissions.

· Guide employees through basic troubleshooting steps for common IT issues.

· Document incidents, resolutions, and escalation processes within the ticketing system.

· Support Windows-based and IOS workstations and specialized industry software.

· Perform advanced troubleshooting of enterprise applications and cloud-based services.

· Administer and maintain Active Directory, Office 365, and enterprise collaboration tools.

· Coordinate with Infrastructure, Network, Security, and Application teams to resolve complex issues.

· Deploy, configure, and troubleshoot laptops, printers, and mobile devices.

· Provide on-site and remote IT support for employees at corporate offices and field locations.

· Assist with software installations, upgrades, and system patches.

· Maintain and update IT knowledge base articles for common issues.

· Support IT asset management by tracking hardware and software inventory.

· Ensure compliance with IT security policies and procedures.

· Participate in on-call rotations for after-hours support as needed.

· Opportunity for lead role or advancement to lead based on current experience

· 3 - 5 years IT Service Center experience and Project management

· Advanced knowledge of supporting cloud-based applications.

· 3 - 5 years User Management, Azure Active Directory, and authentication resolution

· Experience in remote technical support via telephone in a service/call center environment

· First and second level laptop/desktop/application installation/OS, configuration, administration, and trouble-shooting skills

· Application software (including Office 365), and Intune.

· Ability to multitask handle tickets, chats, and calls.

· First/Second line business application support and triage.

· ITSM, ITIL