SUMMARY:
The IT Support Technician II will be primarily responsible for providing first-line Tier I/II end user support to our field offices located on the western slope. In this user-facing role, you will be troubleshooting and resolving a variety of technical issues related to hardware, software, and windows operating systems as our local resource. In our fast-paced environment, the ideal candidate will have strong technical problem-solving abilities, a customer-focused mindset, outstanding communications skills and possess a high level of curiosity and willingness to learn from a diverse group of professionals within the oil and gas industry.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide Tier I/II technical support to end users by identifying, analyzing, and resolving hardware and software issues efficiently.
- Take ownership of the entire IT support lifecycle as it relates to Tier I/II issues and tasks.
- Identify, redirect, and escalate higher Tier support issues when applicable.
- Maintain, monitor, and document support requests received into the (ITSM) IT Service Management System and provide status updates to end-users within our defined service level guidelines.
- Maintain the IT inventory as it relates to assets located within your area of responsibility.
- Configure\Reconfigure and prepare workstations and tablets for deployment.
- Contribute technical knowledge to the ITSM knowledgebase.
- Follow established change management procedures relating to all Infrastructure related moves, additions, and changes.
- Assist with the identification and mitigation of IT security risks of end user systems.
- Assist with end user onboarding/offboarding procedures.
- Deploy and decommission end user workstations in compliance with the defined IT Equipment Lifecycle policy.
- Maintain current knowledge and technology trends of hardware, operating systems and software solutions.
- Participate in the installation and testing of new enterprise system software and hardware releases.
- Provide on-site support and assistance to our automation group as directed.
- Maintain the health and security of end user computing equipment by reviewing, testing, and deploying software, operating system, and firmware updates.
- Provide feedback to management on improvements for processes and programs which may not be optimal.
- Assist with the management and maintenance of Active Directory users, security groups, and computer objects.
- Assist with the management of our Microsoft O365 platform.
OTHER DUTIES AND RESPONSIBILITES:
- Additional duties and responsibilities may be expanded upon to support business needs.
SUPERVISORY RESPONSIBILITIES:
- This position does not have any supervisory responsibilities.
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
- Problem Solving: Exercise excellent problem-solving skills, diagnostic and troubleshooting capabilities and anticipate issues before they occur or become critical.
- Knowledge: Absorb and assimilate relevant information quickly and respond appropriately in a changing environment.
- Time Management: Effectively manage time, resources, and prioritization of workloads to meet project, task, or procedural timelines.
- Communication: Expresses ideas and thoughts clearly with confidence; communicate effectively by tailoring technical information to the level of end user you are conveying information to.
- Safety and Security: Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
- Integrity: Must display a significant level of trust and confidentiality in this position as you will be exposed to data, business systems, and situations that may involve sensitive information.
QUALIFICATIONS
To perform this job successfully, the candidate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strong verbal and written communication skills
- Exceptional attention to detail.
- Demonstrates composure under pressure.
- Ability to work in a fast-paced and collaborative environment.
- Ability to travel as needed to remote job sites.
- Must have current/valid driver’s license.
- Ability to work weekends and/or after hours when business needs arise.
KNOWLEDGE AND SKILLS
Advanced Knowledge of:
- Microsoft Office 365 Suite
- Windows 10 and 11 Operating Systems
Intermediate Knowledge of:
- Networking fundamentals and concepts
- Audio/Visual Systems
- Windows DFS and NTFS Security concepts
- Windows Server operating systems
- Virtualization fundamentals and concepts
- Network and Information Systems security concepts
- Virtual Private Networks
- Wireless Networks
- Physical Access Control Systems
- Active Directory, DNS, DHCP
- Voice over IP systems
EDUCATION (and/or) EXPERIENCE:
- Associate’s Degree in Computer Information Systems (or) a relevant technical discipline (or) 3+ years of progressive experience providing Tier I/II technical support within a corporate environment, preferably within the Oil and Gas Industry.
CERTIFICATIONS
- CompTIA A+ Certification (Required)
- CompTIA Security+ Certification (preferred but not required)
- CompTIA Network+ or Cisco CCNA Certification (preferred but not required)
- Microsoft MTA Operating Systems Fundamentals (preferred but not required)
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Have the ability to lift and/or move up to 30 pounds.
- Sufficient dexterity to assemble/repair computer hardware, peripherals, and associated furniture.
- Specific vision abilities are required by this job include close vision, depth perception and ability to adjust focus.
- Sitting for extended periods of time.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Various work environments: Work sites vary with noise and temperatures.
- Travel: Occasional travel may be required between office sites within the Grand Junction area. Typical travel times can be an hour apart.
- Off-Highway Travel: Several locations (field offices) will be off paved roads and at higher elevations.
- Site Safety: Safety training and strict adherence to protocols may be required to enter several facilities you may provide support to.
- Location: This is a hybrid position that will support our field offices on the western slope. Candidate must live within the western slope area.
Salary Range: $56,880 to $72,600