25-417.A - IT Support Analyst

Job Objective

Provide executive deskside support utilizing strong customer service and technical troubleshooting skills along with excellent communication interacting with both technical and non-technical individuals. This is a highly visible position that requires prompt, professional responses and the ability to multi-task and prioritize responsibilities.

Essential Job Responsibilities

• Provide priority IT support services to executive leadership and their staff.
• Assess IT needs and make recommendations.
• Travel to local and remote sites to provide IT support as needed with minimal notice.
• Provide user administration using internal tools and administration platforms including Windows Servers, Active Directory, MS Exchange, Azure Admin Portal and other enterprise application admin tools.
• Installs new and existing software, maintaining support documentation articles to ensure knowledge transfer with peer support teams and staff.
• Provide deskside training for new applications and processes.
• Assists peer infrastructure and Security teams with troubleshooting function to solve problems with network hardware and software at desktop level.
• Perform other support functions as directed by the Helpdesk Manager and other IT management.
• Analyze and resolve application issues for industry applications such as Aries, Petra, SMT, I.H.S data analysis, etc.
• Use of IT ticketing system for documenting, troubleshooting and communication with requestors, taking ownership of issues from request to resolution.
• Maintains employee confidence and protects corporate assets, including intellectual property, by keeping information confidential.
• Maintains technical knowledge by attending educational workshops and reviewing professional publications, establishing personal networks, and participating in professional associations.
• Contributes to team effort by accomplishing related results as needed.
• Adheres to the company’s values – Integrity, Ownership, Urgency, Alignment and Innovation.
• Supports company vision and mission.
• Adheres to established work schedule, attendance standards and is punctual to work and meetings.
• Supports audiovisual technology throughout the enterprise.
  
  

Other Job Responsibilities

• Other duties as assigned by management.
  
  

Qualifications

• Minimum 5 years hands-on information systems experience supporting executive level staff with some exposure to the oil and gas industry preferred, with a special emphasis on customer support.
• Ability to understand unique needs of executive staff and develop actions to deliver timely support and resolutions.
• High technical support and troubleshooting skills with the ability to effectively communicate.
• Ability to maintain corporate security standards.
• Critical thinking skills with the ability to maintain trust and confidence.
• History of providing corporate executive support in a professional and expedient manner.
• Solid understanding of desktop computers, printers, audio-visual technology, and general office applications.
• Strong interpersonal skills to effectively communicate with individuals at all levels of the company.
• Exceptional ability in diagnosing and solving computer related problems while maintaining patience, professionalism, and courtesy.
• In depth understanding of Windows desktop operating systems and utilities.
• Basic understanding of Windows server operating systems, administration and utilities.
• Ability to establish priorities, meet deadlines, and concentrate on detailed information in a fast-paced demanding work environment.
• Ability to establish and maintain effective working relationships with employees, supervisors, other departments, officials, and the public.
• Ability to complete multiple, diverse tasks of differing priorities.
• Proficiency in the use and application of the following software: Required: Microsoft Office (Excel, Word, PowerPoint, and Outlook with emphasis on Outlook and Excel). High degree of competency in troubleshooting Smartphones/Mobile devices, tablet devices, as well as various smartphone devices. Preferred: Working knowledge of oil and gas industry applications and terminology.
  
  

Education Requirements

• Preferred: Associate or bachelor’s degree from an accredited college/university with a degree related to information technology, management information services, computer science, or a closely related field.
  
  

Certifications, Licenses, Registrations

• None.