Desktop Support

Desktop Support

Location: Carlsbad, NM

Description:

This professional will perform L1 - L2 tech support for all employees reporting to or visiting the surrounding company offices. Responsible for managing and supporting all company issued tech to workers in the office including iPhones, iPads, desk phones and computers. Will support software, local networking, telephones, AV and Printers by reporting issues and troubleshooting locally as necessary with the main support teams in Oklahoma City. Work items and tasks will be recorded, assigned, and tracked via a ticketing system. Candidates should have strengths in customer service, communication, time management, and organization. Presentation and communication styles should reflect a corporate environment. Candidates should be able to successfully track and deliver on multiple priorities in a fast-paced environment.

Responsibility level:

• Exercises moderate independent judgment with high level direction from supervisor or team lead
• Escalates complex or unresolved technical issues to higher-level IT support teams

Skills:

• Associate's degree in computer related field or equivalent training required
• Minimum of 2-4 years’ relevant experience (required)
• Verbal and written communication skills, problem solving skills, customer service and interpersonal skills (Required)
• Basic ability to work independently and manage one’s time (Required)
• Basic knowledge of iPhones, iPads and computer hardware (Required)
• Knowledge of O365 Tools (Microsoft Teams, SharePoint, OneDrive, Office), service management software (ServiceNow preferred), operating system software and internet directory services software (Required)
• Experience working in ServiceNow OR similar ITSM ticketing tool (Required)
• Experience working with Apple Business Manager and an MDM (Preferred)
• Experience working with AI tools (Preferred)

Major Job Duties and Responsibilities:

• Provide technical support to drilling personnel, operators, engineers, and other local area team members remotely from the office and in-person in the office.
• Log tickets for support work completed on behalf of customers.
• Provision and de-provision IT assets for employees.
• Analyze information provided by customers and utilize available resources given to determine, recommend and execute best next steps for resolution in a timely manner.
• Read technical manuals, confer with users, and/or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Maintain detailed records of daily support transactions and contribute to documentation for continuous process improvement
• Update knowledge articles and personal skills to keep up with rapid advancements in computer technology.
• Test hardware and support peripherals to ensure that they meet specifications and requirements.
• Monitor functionality of equipment and make necessary modifications to ensure the system operates properly.
• Manage IT stockroom and all local IT equipment information within asset management database.
• Driving travel required as needed to surrounding location field offices.