What are the responsibilities and job description for the IT Support Technician / Desktop Engineer position at Mansfield Oil Company?
The Desktop Engineer is part of a team of IT professionals who provide in-house technical hardware and software support for over 1000 associates nationwide across over 30 locations. This position has technical knowledge, customer service and documentation/communication skills. The qualified candidate actively seeks out ways to improve processes and productivity and make recommendations to support an organization scaling at a rapid pace.
Responsibilities
Technical Duties
- Assist with identifying and implementing operational improvements, enhancements, and system customizations that meet business requirements
- Monitor and troubleshoot daily system event logs across core infrastructure
- Liaise with infrastructure and/or software engineering teams to restore service and/or identify and correct core problems
- Participate in efforts to develop and execute testing, training and documentation
- Configure, test, and maintain Powershell scripts (programming)
- Program automation tools to reduce manual processes.
- Participate in service desk duties supporting Mansfield Energy with an emphasis on usability, quality, performance and maintainability
- Hands on configuration and customization in multiple platforms including the ability to develop, maintain, create, and improve workflows, procedures, etc.
- Deploy hardware and software utilizing InTune
- Maintain user accounts, access privileges and security using Active Directory
Customer Service
- Provide after-hours and weekend on-call support (off-hours support), as assigned, on a rotating basis
- Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/problems/requests
- Proactively reduce incidents by analyzing documented resolutions
Documentation/Communication
- Post software updates, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution
- Communicate company IT policies and standards
- Alert management to emerging trends in incidents
- Maintain a current knowledge of emerging products, services, protocols, and standards in support of Mansfield Energy
Position Requirements
Formal Education & Certifications
- College diploma or university degree in the field of computer science and/or 1 plus years of equivalent IT experience
- ITIL Certification preferred
Knowledge & Experience
- Intermediate level knowledge in Microsoft Windows and Microsoft Office Suite (msi and O365)
- Skills in desktop and VDI configuration and troubleshooting
- Experience with Microsoft Server and Active Directory
- Working understanding of SFTP, VPN, RDP/VDI and SCOM
- * Basic knowledge of current network hardware, protocols, and standards required
- Microsoft products including, Sway, Teams, OneDrive for Business, Visio, SharePoint, Azure, Exchange, Dynamics, Intune, ADFS, Power BI and SQL
- Adobe Creative Suite
- VMWare vSphere and Horizon
- iOS and Android
- Support automation with Python coding
Qualifications & Characteristics
- The ideal candidate is passionate about their craft, preferably having an interest in learning new technologies, practices and techniques
- Strong listening and communication skills (written and verbal), including the ability to communicate effectively with non-technical customers
- Willingness and demonstrated ability to learn new career skills
- Ability to collaborate well with both internal groups and external partners and thrive in an agile environment
Work Environment
- 40-hour on-site work week
- Provide after-hours and weekend on-call support for high-priority issues for one week at a time every three weeks.
- Ability to be on your feet working throughout the office for the majority of your workday
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
- Lifting and transporting of moderately heavy objects, such as computers and peripherals 60lbs
- Ability to travel occasionally and go to remote sites to handle support issues
- Valid driver's license
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Mansfield Oil is an equal opportunity employer that takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability status.