Technical Help Desk 1

Oklahoma City, OK

Posted: 11/28/2018 Employment Type: Contract Job Category: IT Job Number: 4732

Technical Help Desk 1

Description:

Summary: Help Desk professionals are responsible for taking calls, logging tickets, troubleshooting issues, answering questions, transferring / escalating issues and creating /updating knowledge articles. 

Education/Experience 
  • Associates degree in computer related field or equivalent training required 
  • Entry level – 1 year call center / help desk experience required 

Responsibility level 
  • Exercises minimal to moderate independent judgment with direction from knowledge articles, teammates or supervisor. 

Skills 
  • Established verbal and written communication skills, problem solving skills, customer service and interpersonal skills (Required) 
  • Basic ability to learn new things quickly and work effectively. 
  • (Required) 
  • Basic ability to work independently and manage one’ s time (Required) 
  • Knowledge of computer hardware, service management software, desktop communications software, operating system software and internet directory services software (Required) 
  • Basic knowledge of ITSM Processes (Incident, Problem, Knowledge), Windows 10, ServiceNow, and computer hardware, and general Oil & Gas Software (Preferred) 


Major Job Duties and Responsibilities: 
  • Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity 
  • May install software or perform hardware testing remotely 
  • Enter commands and observe system functioning to verify correct operations and detect errors
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities 
  • Read knowledge articles, prior tickets or technical manuals, confer with users or peers, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
     
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