Job Details

Requisition Number 18-0002
Post Date 3/9/2018
Title IT Technician
City Midland
State TX

The IT Technician is responsible for delivering end-to-end support in accordance with IT service level agreements. By working directly with end-users and technology support teams, the Technician ensures all incidents are analyzed, resolved, and recorded within the appropriate tracking systems. The IT Technician should be broadly experienced in a number of technology disciplines including desktop applications, routine networking, and various Internet-enabled services such as a VPN.

• Develop service strategy to mitigate software, hardware, and networking issues
• Troubleshoot and resolve IT issues via phone, web, and in-person channels
• Ensure all incidents are resolved against SLAs
• Report on health of the help desk and support using uptime and ticket-related performance metrics
• Partner with other technology professionals and business personnel to discuss the impact of incidents on products and services
• Track and report all open and closed incidents to leadership teams
• Develop business support standards, processes and procedures, and guidelines for incident management
• Evaluate trade-offs between issues using value, impact, and risk criteria
• Proactively learn and train other staff members on new product and service technologies
• Occasional travel required
• Some college work towards a BS in Computer Science, Engineering, MIS, or equivalent work experience
• 1-2 Years in a professional environment, ideally working directly with or for an IT organization
• Strong logical and analytical thinker
• Highly personable approach particularly with respect to phone support
• Attention to detail
• Able to find root causes of problems and quickly determine efficient solutions
• Can anticipate risks and mitigate in the moment
• Comfortable under high-stress and exhibits poise and focus
• Strong verbal and written communication skills
• Able to work independently
• Proficiency with relevant business systems, operating systems, and servers.
• Knowledgeable about telecom systems, audio/video systems, and desktop applications
• Possesses knowledge of networking concepts (e.g. Systems, Protocols, Directory Services)
• Skilled in light programming, scripting, project management of various sized initiatives, and troubleshooting a wide range of technology-related systems. ITIL knowledge a plus
• Prior experience in Oil & Gas is a plus
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