Job Summary
The IT Help Desk Tech provides first-level support to end users and administration of technology system by troubleshooting basic hardware, software, and access issues. This role responds to service requests, performs routine tasks like password resets and software installations, and escalates complex problems as needed. Works under direct supervision and follows established procedures to ensure smooth operation of computer systems and devices.
Duties and Responsibilities
- Quickly and effectively resolves telephone, email, and other requests for software and technical support for office and field employees.
- Interfaces with other team members to provide additional information to assist in the resolution of incidents in a timely manner.
- Ensures that all calls are accurately and descriptively logged into a work tracking software.
- Ensures customer satisfaction by maintaining service status updates.
- Assists in identifying trends in continuing hardware, software or system problems.
- May train users on software and hardware on-site or in a classroom.
- Documents, tracks, and monitors problems to ensure a timely resolution and assist in future solutions to similar problems.
- Stays current with technology by obtaining training on current hardware and software, obtaining certificates when necessary.
- Provides routine off-hour and weekend support through a rotation schedule, and may be called on to provide emergency Business Continuity / Disaster Recovery support.
- Other duties as assigned.
Skills and Competencies
- Strong communication skills, both written and oral.
- Proficient computer skills.
- Collaborates - building partnerships and working collaboratively with others to meet shared objectives.
- Demonstrates self-awareness by using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
- Proven team player.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Must have working knowledge of current hardware and software.
Required Qualifications
- High school diploma (or GED).
- Basic hardware and software knowledge including but not limited to MS Office Suites, current Windows operating systems, etc.
- Willing to work rotational on-call schedule.
- An acceptable pre-employment background and drug test.
Preferred Qualifications
- Associate's degree or higher in a related field from an accredited college or university.
- Second level Help Desk support experience.
- Oil and Gas software knowledge.
Physical Requirements and Working Conditions
- Requires prolonged sitting, some bending and stooping.
- Occasional lifting up to 25 pounds.
- Manual dexterity sufficient to operate a computer keyboard and calculator.
Continental Resources, Inc. provides equal employment opportunities and access for all applicants and employees without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, disability, genetic information, veteran status, or any other category protected by law.
