25-603.B1 - IT Support Analyst

Job Objective

Support the computing needs of the company’s employees and contractors providing all levels of IT support services, including help desk, desktop, system administration and field services. The IT Support Analyst is part of a team of technical support professionals that are responsible for providing hardware, software, audio-visual, networking, and Windows administration user support, serving as a resource for infrastructure support teams for the Houston, Aztec, Anchorage, North Slope offices and other remote locations.

- Assists users with hardware, software, and networking problems, triaging issues and requests as they are reported via phone, ticketing system, walk-up, IM and email.

- Configure new computers and upgrade existing computers.

- Supports audiovisual technology throughout the enterprise.

- Provide corporate executive support in a professional and expedient manner

- 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.

- 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.

Other Job Responsibilities

- Other duties as assigned by management.

Qualifications

- Minimum of three (3) years of hands-on experience in information systems, preferably within the oil and gas industry, with a strong emphasis on customer support.

- Solid understanding of desktop computers, printers, audiovisual components, 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 such as Aries, Petra, IHS, SMT, etc.

Education Requirements

- Required: High school diploma or GED equivalent.

- Preferred: Bachelor’s Degree from an accredited four-year university or college with a degree in information technology, management information services, computer science, or a closely related field