Job Description:

Title: IT Service Desk/Technical Help Desk (Remote)

Location: Houston, TX 77079

Training Shift: Training would be M-F 7-3,

Regular Shift: SUNDAY-TUES EVERY OTHER WEDS 8AM-8PM HOUSTON time (7AM-7PM MST) (3 days 12 hour shifts, next week 4 days on 3 days off)

Duration: 6 months Contract (Possible Hire)

Pay: $22.57/hr on W2

***No Corp to Corp***

***Must be comfortable working on 12 hour shifts first week 3 days on 4 Days off, next week 4 days on 3 days off ***

*** LiftWatcher LiftIQ Administrative tasks Help Desk Monitoring***

MAIN DUTIES AND RESPONSIBILITIES:

Connected Services Admin

Communication between field, sales, business development managers, clients, and or co-workers

Provide a complete daily turnover including active wells, pending tickets, resource outages, and outstanding issues

Answers and directs phone calls to appropriate departments

LiftWatcher LiftIQ Administrative tasks help desk monitoring

Well Management (Creation, deletion, modification, Admin Center)

User account management

Basic real time communication troubleshooting

Local

Check RTU Address

Check IP Address

Account verification

Well Verification

ALSC must provide full details of problem and steps they have taken

CC supervisor & David Pankratz

If the tech requires training email the above as well. Tell Tech to ask their representative or manager on steps.

Advanced real-time communication troubleshooting

Communication

Satellite & ATT

Alarm Troubleshooting

Graphing not showing latest data

Remote into SCB

Anything past regular troubleshooting will be escalated to Zedi or Jose for liftIQ.

Avalon help desk monitoring (Lowest Priority)

Phone Calls

Case Creation

Case Escalation

Phone backup for LCS & MSM

Phone calls (lowest Priority)

Lead callers to use the Portal Website

Documentation:

Records each incoming request in the CRM.

Ensures all tickets are always updated during the life of the case.

Resolves tickets according to SLA.

Track and escalate issues, including creation and sending notifications.

LMS

Follows IT Security policies

Complies with mandatory QHSE training and fulfills QHSE objectives

Additional duties as requested.

REQUIRED SOFT SKILLS:

Connected Services Admin and Connected Services Subject Matter Expert / Trainer

Attention to detail

Initiative

Creativity

Excellent written & verbal communication

Problem solving skills

Excellent customer service skills

Good interpersonal and presentation skills

Fluency in English (additional languages a plus)

Willing to work flexible hours when appropriate.

Ability to handle multiple projects and tasks simultaneously.

Ability to work under pressure.

Ability to communicate effectively with customers, peers, and management.

EDUCATION:

Connected Services Admin and Connected Services Subject Matter Expert / Trainer and Connected Services Team Lead

Associate or Bachelor’s degree preferred

SUPPORT EXPERIENCE REQUIRED:

Connected Services Admin

Experience on an IT Service Desk a plus

Knowledge and experience in the use of Ticketing systems preferred

1-2 years of prior support

iLearn modules L0, L1 (Legacy System)