26-139.B2 - IT Support Analyst

Job Objective:

Support the computing needs of the company’s employees 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.

Essential Job Responsibilities:

• 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.
• Configures new computers and upgrades 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.

Other Job Responsibilities:

• Other duties as assigned by management.

Qualifications:

• Four (4) years minimum hands-on information systems experience with a special emphasis on customer support, some exposure to the oil and gas industry preferred.
• 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 application such as Aries, Petra, IHS, SMT, etc.

Education Requirements:

• Required: High school diploma or GED.
• Preferred: Associate or bachelor’s degree from an accredited college/university with a degree related to information technology, management information services, computer science, or a closely related field.