What are the responsibilities and job description for the Help Desk Support Analyst position at Petroplan?
Position Summary:
Provide timely and professional resolution of user requests for help and other services, provide technical support for end users and prepare hardware for new employees and contractors. Assist in the creation and upkeep of IT documentation and procedures and other knowledge repositories. Contribute to the development of policies pertaining to the help desk and desktop support. This is a hands-on position that involves working in a team-oriented and client-centered environment.
Primary Duties and Responsibilities:
- Utilize in house Help Desk solution to record, update and document requests using the IT service desk system and to ensure that user requests are handled promptly and that users are satisfied with resolutions
- Work across multiple locations to support a wide range of users
- Work with others on the Help Desk & Desktop Support team to provide backup when gaps in coverage occur, including traveling to the terminal if needed
- Provide end-user support in-person or remotely by phone, email or remote support tools assist to resolve software and hardware based technical issues on desktops, laptops, handheld devices, printers etc.
- Maintain expectations of support requestors around ETA, any impacts repairs may have and follow up to ensure issue resolution
- Escalate issues outside area of expertise to a subject matter expert (SME) when applicable
- Assist in ensuring data backup and integrity
- Help ensure that spare parts inventory is maintained at each FLNG site (HQ, plant) by complying with inventory control practices. Employ housekeeping practices to ensure that storage areas are tidy, accessible and items can be found with ease
- Update logs of disposed hardware
- Provide end-user training and instruction on systems, applications, security best practices, and company/IT policies in order to -maximize end-user productivity
- Create, update, and maintain documentation as required and maintain Help Desk Scenarios procedures for troubleshooting
- Adhere to all IT policies
- Must have or be able to acquire a Transportation Worker Identification Card (TWIC)
Minimum Qualifications and Experience
- Computer Service (3 years)
- Customer Support (3 years)
- Enterprise Support Experience (3 years)
- Help Desk Systems Administration (3 years)
- Minimum 2-year degree (preferably in Computer Science) or alternately 2 years experience
Preferred
- Microsoft Certified Professional ? MCITP or higher
- A Certification
External Relationships:
- Dell
- Lenovo
- Honeywell
- Cisco
- Open Text
- AT&T
- Microsoft
- CDW
- Verizon
- GoToAssist
