Help Desk Tech Job at Continental Resources, Inc.
Job Summary
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. This position is required to perform all IT customer service functions including, but not limited to, answering calls, creating work tickets, assisting callers with issues, documenting those issues and re-routing calls and tickets as applicable.
Performs routine and structured work assignments. Contributes to tasks within a team, function, or work group. Basic knowledge of processes for the assigned work. Exercises limited independent judgement, relying on instructions and pre-established guidelines. Works under direct supervision.
Duties and Responsibilities
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Responding to and resolving telephone, email, and other requests for software and technical support for office and field employees.
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Interface with other team members to provide additional information to assist in the resolution of incidents in a timely manner.
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Ability to address client requests effectively and quickly.
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Ensures that all calls are accurately and descriptively logged into a work tracking software.
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Ensure customer satisfaction by maintaining service status updates.
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Assist in identifying trends in continuing hardware, software or system problems.
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May test software and hardware systems or enhancements prior to implementation. Evaluates the ease of use in the corporate environment.
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May train users on software and hardware on-site or in a classroom.
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Documents, tracks, and monitors problems to ensure a timely resolution and assist in future solutions to similar problems.
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Stays current with technology by obtaining training on current hardware and software. Obtaining certificates when necessary.
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Provides routine off-hour and weekend support through a rotation schedule, and may be called on to provide emergency Business Continuity / Disaster Recovery support
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Personal commitment to inclusion and diversity
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Other duties as assigned.
Skills and Competencies
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Strong communication skills, both written and oral
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Proficient computer skills
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Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
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Demonstrates self-awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
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Proven team player
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Ability to effectively prioritize and execute tasks in a high-pressure environment
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Must have working knowledge of current hardware and software
Required Qualifications
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High school diploma or GED
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Requires considerable hardware and software knowledge including, but not limited to, MS Office Suites, current Windows operating systems, etc
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Understanding of the organization’s goals and objectives
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An acceptable pre-employment background and drug test
Preferred Qualifications
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Associate degree or higher in a related field (or equivalent experience)
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Second level Help Desk support experience
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Oil and Gas software knowledge
Physical Requirements and Working Conditions
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Requires prolonged sitting, some bending and stooping.
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Occasional lifting of up to 40 pounds.
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Manual dexterity sufficient to operate a computer keyboard.
Continental Resources, Inc. provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, protected veteran status, or disability.
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