What are the responsibilities and job description for the Tier-2 IT Help Desk Support position at Globalchannelmanagement?
Tier-2 IT Help Desk Support needs 5–10 years of relevant experience is acceptable in lieu of a college degree (high school diploma/GED is sufficient).
REQUIRES:
- Excellent customer service and communication skills with the ability to explain technical concepts in layman's terms.
- Strong troubleshooting skills for: Windows PCs, Basic networking, Mobile devices (iPhone), Printers
- Familiarity with Active Directory, including password resets and account unlocks.
- Introductory understanding of Group Policy and user provisioning to coordinate with enterprise Active Directory administrators.
- Previous field IT support required.
- Oil & Gas/Energy background Highly Preferred
- Customer satisfaction.
- Ticket and issue resolution (no heavy KPI tracking; focus is on quality resolution).
- Monday–Friday (5 days a week onsite)
- 20% travel including Eugene, Tri-Cities, Seattle, Eastern Washington, and other locations as needed.
DUTIES:
- Troubleshoot Windows PCs, networks, iPhones, printers, and field equipment.
- Provide Tier-2 IT support to operations teams.
- Escalate and coordinate issues with enterprise infrastructure and network teams as needed.
- Communicate technical issues clearly to non-technical pipeline operators and operations leadership.
- Perform basic backend/software management tasks and coordinate system changes with the enterprise team.
- Use the ticketing system to manage service requests and provide remote support.