Tech, Help Desk

Information Technology Oklahoma City, Oklahoma


Job Summary

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. This position is required to perform all IT Customer Service functions including, but not limited to, answering calls, creating work tickets, assisting callers with issues, documenting those issues and re-routing calls and tickets as applicable.

Duties/Responsibilities

  • Responding to and resolving telephone, email, and other requests for software and technical support for office and field employees.
  • Interface with other team members to provide additional information to assist in the resolution of incidents in a timely manner.
  • Ability to address client request effectively and quickly.
  • Ensures that all calls are accurately and descriptively logged into a work tracking software.
  • Ensure customer satisfaction by maintaining service status updates.
  • Assist in identifying trends in continuing hardware, software or system problems.
  • May test new software and hardware for network upgrades. Evaluates the ease of use in the corporate setup.
  • May train users on software and hardware on-site or in classroom, or recommended outside contractors to provide training.
  • Documents, tracks, and monitors problems to ensure a timely resolution and assist in future solutions to similar problems.
  • Stays current with technology by obtaining training on current hardware and software. Obtaining certificates when necessary.
  • Provides routine off-hour and weekend support through a rotation schedule, and may be called on to provide emergency Business Continuity / DR support.
  • Other duties as assigned

Skills

  • Strong communication skills, both written and oral
  • Proficient computer skills
  • Proven team player
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Must have working knowledge of current hardware and software.

Qualifications

  •  Bachelor’s Degree preferred, or a minimum of 3+ years comparable experience
  • Second level Help Desk support experience preferred.
  • Requires considerable hardware and software knowledge including, but not limited to, MS Office Suites, current Windows operating systems, Adobe, etc.
  • Oil and Gas software knowledge is preferred, but not required.
  • Understanding of the organization’s goals and objectives.
  • An acceptable pre-employment background and drug test.

Physical Requirements

  • Ability to lift at least 40lbs