IT Help Desk Representative

Description

Kern Energy is hiring for an IT Help Desk Representative who will assist with implementing computer systems to facilitate efficient refinery and business operations.  This role includes providing user technical support, installation, and assistance to end-users in troubleshooting and maintenance of various computer systems, software, peripheral devices, and network/communication equipment and escalating more complex problems to senior IT staff.  The successful candidate will exhibit Kern’s core values of Teamwork, Safety, Excellence, Integrity, and Connection.

Job Function

• Provide first-level technical support to end-users, including troubleshooting and problem resolution.
• Respond to IT help desk tickets promptly, ensuring that issues are resolved in a timely and efficient manner.
• Escalate more complex problems to senior IT staff for resolution.
• Document all IT help desk tickets, including problem description, steps taken, and resolution.
• Maintain an up-to-date knowledge of IT systems, hardware, and software.
• Monitor and report on system performance, identifying potential issues before they become problems.
• Participate in on-call rotation for after-hours support and system maintenance, as necessary.
• Provide training and guidance to end-users on IT systems and processes.
• Installation, troubleshooting, and maintenance of various computer systems, software, and peripheral devices.
• Provide effective customer service regarding support of all Windows operating systems and end-user software/hardware.
• Installation, configuration, and testing of server and Windows operating systems and end-user software/hardware.
• Troubleshoot and resolve hardware and software problems on servers and workstations.
• Coordinates with corporate IT resources to understand and minimize the impact of potential widespread issues.
• Works on special projects as assigned.
• Other responsibilities as assigned.

Qualifications

Knowledge Skills

• Excellent communication and interpersonal skills, with the ability to communicate technical concepts to non-technical stakeholders.
• Strong technical skills, with experience in troubleshooting hardware and software issues.
• Excellent organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to work independently and simultaneously on many tasks.
• with minimal supervision within an interrupt-oriented environment.
• Familiarity with commonly used IT hardware and software, including Microsoft Office, and Windows.

• Experience with help desk ticketing systems.
• Experience with Active Directory user and group administration.

Education/ Experience

• High school diploma or equivalent; associate or bachelor’s degree in computer science or related field preferred.
• Minimum of 2 years of experience in a help desk or technical support role.

Salary : $24 - $31