Help Desk Specialist

Job Summary

Initial point of contact at the Help Desk. Provides technical support for Windows workstations, Microsoft Office applications, basic networking issues, remote access support, and selected oil & gas applications.  Documents the issues reported and the resolution of these issues in the ticketing database for historical tracking and reference.
Essential Duties/Responsibilities

  • Respond to incoming questions in a timely manner​
  • Become well versed with common inquiries and able to provide immediate solutions
  • Clearly and thoroughly record call resolution in the trouble ticket database
  • Research questions and issues and resolve each interaction with a high level of customer                 satisfaction
  • Identify solutions to work around open issues / problems that are under investigation or pending resolution
  • Escalate problems to higher level support personnel when appropriate
  • Follow established protocols, procedures, and policies to meet service level agreements (SLAs)​
  • Notify appropriate IT staff of more serious network/​infrastructure problems
  • Maintain up-to-date knowledge of products and/​or services, as well as help desk policies and procedures.
  • Prepare reports and correspondence as needed
  • Build or configure new hardware
  • Install and update software packages
  • Support software packages by troubleshooting and fixing problems with software
  • Perform spyware/malware and virus removal
  • Support smartphones and mobile computing devices such as tablets
  • Up to 50% travel to Greeley field office

Required Skills/Qualifications

  • 2-3 years of relevant experience in a technology environment
  • Broad understanding of Microsoft Office productsCompTIA A+ certification preferredOutstanding oral communication skillsSkilled at managing multiple priorities

 

  • Previous oil & gas industry experience preferred
  • Outstanding customer service skills
  • Knowledge of online technical resources and ability to research problem resolutions
  • Knowledge of computer hardware
  • Strong knowledge base of Windows operating systems

Qualified candidates please send your resume to HR@srcenergy.com. Thank you!