What are the responsibilities and job description for the Overnight Service Desk Technician position at Helmerich & Payne, Inc.?
At H&P, our people are our strength.
Since 1920, Helmerich and Payne has been the industry’s most trusted partner in drilling productivity and reliability. As the world changes, so does our approach. We are changing the landscape of drilling by using cutting-edge rig technologies and drilling solutions to build upon a century of success, all while continuing to deliver better outcomes for our customers.
At H&P, our people are our strength. We strive to continually lead with our Core Values that enable employees to develop on their H&P Journey. We believe that doing the right thing means creating a more diverse, equitable, and inclusive workplace that empowers our people to bring their authentic selves to work every day.
Some companies offer career paths. We offer a Journey of a Lifetime. Let's go far, together.
Hear directly from our employees, and leaders about their
unique journeys at Helmerich and Payne
.
Location: Tulsa, OK
Work Type: Onsite
Work Type: Onsite
Work Schedule: Monday - Thursday 7:30pm - 6:00am
#LI-Onsite
At a Glance:
Are you hungry and ready for the next step in your drilling career? H&P’s Information Technology team presents the perfect opportunity for growth and career advancement on your H&P Journey.
The Service Desk Specialist, Senior is primarily responsible for answering all incoming calls to the H&P Service Desk with minimal supervision to solve routine to moderate computer hardware and software problems. The Service Desk Technician, Senior demonstrates proficiency in technical support for internal clients and acts as an informal resource for less senior teammates.
Day, night, and weekend shifts available.
What you will do:
- Provide answers and fixes to IT related questions and problems through phone calls, email response, chat, and self-service requests within first-call resolution
- Provides solutions to unique problems presented through client interactions using organizational context, job expertise, and sound judgment
- Support software ranging from Windows OS, O365 applications, browser support and internal H&P applications
- Maintain ownership and provide status updates to the user while following up with 2nd level support team until resolution when unable to resolve problems within the first call
- Provide documentation of incoming calls within the ServiceNow ticketing system with detailed problem descriptions, troubleshooting notes and resolution details
- Create documentation and knowledge base articles for issues in which documentation doesn’t already exist; Review existing documentation to ensure integrity of processes, updating if inaccurate
- Proactively follow up with the appropriate technical team if cannot be resolved by the Service Desk Specialist
- Proactively provide updates on the status to the end-user until the issue is fully resolved
- When necessary, visiting end-users within H&P HQ to perform hands on troubleshooting of issues
- Become a Subject Matter Expert (SME) in specific areas and be the point person within the Service Desk for questions specific to that area
- Follow ITSM best practices defined by H&P
What you need:
- High School Diploma or GED Equivalent
- 1-3 years of experience in a Service Desk / Customer Service Role
- Proven problem solving, conceptual thinking, and analytical abilities
- Proven ability to communicate technical subjects with non-technical users
- Proven experience of understanding the needs of the end user and providing solutions to these needs in a timely fashion
- Ability to prioritize tasks, and work both independently and collaboratively within a team setting
- Ability to follow ITSM best practices while still focusing on Service Attitude
- Strong ability to work cross functionally
Not a must, but a plus
- Experience with ServiceNow or other IT ticketing systems
- Ability to establish and maintain cooperative working relationships
- Excellent communication skills – both verbal and written
- Excellent interpersonal and collaboration skills; Strong customer service skills and focus
- Ability to troubleshoot and problem solve while simultaneously communicating with customers
- Ability to quickly learn and is eager to learn new things
What we offer:
At H&P, our commitment to our people is at the forefront, and that includes benefits that provide employees a sense of health and financial security. We know that life continues outside of employment and actively caring of our people is our priority.
- Comprehensive medical, dental, vision, and life insurance
- Flexible Spending or Health Savings Accounts
- 401k match
- Paid Leave Plans
- Parental & Adoption Benefits
- Disability Coverage
- Employee Assistance Program
- Educational Assistance
- Learning & Development Opportunities
- Flex-scheduling available for qualifying positions to achieve work-life integration
H&P is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Thank you for your interest in joining our team!
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