IT Technician II

Job ID: 6615

Functional Area: IT

Position Type: Full-Time Regular

Relocation Provided: No

Location: Tulsa, OK

Department: IT TECH SUPPORT

Internal / External: External

Experience Required:

Position Description:

Monitor multiple Information Technology (IT) systems and perform incident management and/or address service requests related to IT systems and applications as required by position.

Monitor ONE Gas IT corporate and supervisory control and data acquisition (SCADA) environments using multiple IT systems and/or respond to and provide on-site and/or remote technical support to customers with system issues as required by position.

Collaborate with internal and external customers regarding outages, issues, requests, and resolutions to provide a high degree of customer service/advocacy. Engage with Internet Service Providers (ISP) and 3rd party vendors to ensure providers and vendors are actively resolving issues.

Collaborate with multiple IT teams for planned and unplanned outages and other incidents/situations regarding critical IT systems that could impact business operations as required by position. Create and route various Service Now incidents, escalated tickets, and requests to appropriate IT teams and resolve/close IT tickets as they are completed.

Respond to and provide on-site and/or remote technical support to customers with system issues as required by position. Create and/or respond to IT tickets for customers who reach out directly with system issues. Provide status updates to customers as well as follow up after resolution is obtained. Monitor ticket queues to provide support for issues that may arise. Issues range from mostly moderate to some high in complexity.

Complete targeted email communication templates related to IT change controls, outages, and other critical IT information as required by position. Communicate status updates to immediate supervisor/leadership and/or other IT teams.

Triage and diagnose known user issues; escalate issues which exceed time thresholds pursuant to defined performance-based metrics.

Ensure accuracy of inventory to decrease the risk of loss and provide accurate metrics when updates, replacements, and/or sending equipment to work sites is necessary. Responsible for following the decommission process with retirement ready devices.

Assist in the collaboration with Business Automation/Service Management team and other IT Application/Infrastructure teams to create automation of processes for continuous improvement as required by position. Work with Enterprise Application IT team to identify monitoring needs, requirements, and adjustments for Splunk, System Center Operations Manager (SCOM), and Orion/SolarWinds.

Assist with device replacement projects throughout the year as required by position. Assist with systems patches, updates, and software/hardware changes that are relayed from Tulsa to other work locations to ensure updates are successful.

Responsible for IT assets within defined processes, including procurement, deployment, tracking, reporting, reconciling issues, etc.

Utilize critical thinking to support process improvement.

Regular and reliable attendance is required in performance of job.

Employee may be required to perform additional duties as assigned.

Position Requirements:

Preferred Associate's Degree computer sciences, general studies, or an equivalent combination of formal education and the following job-related experience:

Previous experience interacting with client calls, providing customer service, and responding to IT requests. Experience with incident and event handling and escalation. An understanding of Business IT Automation and ticketing systems such as Service Now.

Demonstrated ability to identify, research, and analyze systems, software issues, and perform system evaluations.

Previous experience and training relative to:

Workstation operating systems software

Computer hardware

Networking

Communications

Security administration

Demonstrated ability to research, prepare and compose systems operating procedures and documentation, reports, and correspondence.

Demonstrated ability to interact, guide, collaborate, and communicate effectively.

Demonstrated ability to read and write fluently in English.

Minimum Applicable driver's license as required by position.

Preferred Comp TIA A+ Certification, A+ Certification for technical support, CompTIA Network+ Certification, Microsoft Technology Associate (MTA), and/or Cisco Certified Network Associate (CCNA)

Ability to travel to multiple work sites when needed.

Mobility to travel in and around office facilities system wide.

May be required to lift 50 lb. and be able to install equipment under desks or in ceilings.

Ability to communicate and/or exchange information both written and verbally.

Visual abilities sufficient to perform job duties.

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of One Gas. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

ONE Gas, Inc., and its divisions will provide equal employment opportunity for qualified persons without regard to sex, race, religion, color, national origin, ethnicity, age, sexual orientation, gender identity or expression, disability, military status or genetic information.