Desktop Support

OakTree Staffing; Carlsbad (NM); On-site; USD 44,000 - 64,000; Full time

Job summary

OakTree Staffing seeks a L1–L2 IT Support professional to assist employees across offices. You will handle hardware, iPhones, iPads, desk phones, and computers, guiding issues to resolution with main support teams in Oklahoma City.

Strong customer service, communication, time management, and organization are essential in a fast-paced corporate environment. You will log tickets, provision IT assets, and maintain records while staying current with technology.

Qualifications

• Associate degree or equivalent training required.
• Strong verbal and written communication, problem solving, and customer service.
• Experience with IT support, time management, and organization.

Responsibilities

• Provide technical support to drilling personnel, operators, engineers, and other local team members remotely from the office and in-person in the office.
• Log tickets for support work completed on behalf of customers.
• Provision and de-provision IT assets for employees.
• Analyze information provided by customers and determine next steps for resolution.
• Read manuals, confer with users, and diagnose problems or provide technical assistance.
• Maintain detailed records of daily support transactions and contribute to documentation.
• Update knowledge articles and personal skills to keep up with rapid advancements in computer technology.
• Test hardware and peripherals to ensure they meet specifications.
• Monitor functionality of equipment and make necessary modifications.
• Manage IT stockroom and asset information within the inventory system.
• Driving travel required as needed to surrounding location field offices.

Skills

Customer service

Communication

Time management

Organization

Problem solving

Interpersonal skills

Independent work

iPhone/iPad knowledge

Computer hardware

O365 Tools

ServiceNow

Operating systems

Directory services

ITSM ticketing

AI tools

MDM

Education

Associate's degree in computer related field or equivalent training

Tools

ServiceNow

Apple Business Manager

MDM

OS management

Job description

This professional will perform L1 - L2 tech support for all employees reporting to or visiting the surrounding company offices. Responsible for managing and supporting all company issued tech to workers in the office including iPhones, iPads, desk phones and computers. Will support software, local networking, telephones, AV and Printers by reporting issues and troubleshooting locally as necessary with the main support teams in Oklahoma City. Work items and tasks will be recorded, assigned, and tracked via a ticketing system. Candidates should have strengths in customer service, communication, time management, and organization. Presentation and communication styles should reflect a corporate environment. Candidates should be able to successfully track and deliver on multiple priorities in a fast-paced environment.

Responsibility level:

• Exercises moderate independent judgment with high level direction from supervisor or team lead
• Escalates complex or unresolved technical issues to higher-level IT support teams

Skills:

• Associate's degree in computer related field or equivalent training required
• Minimum of 2-4 years’ relevant experience (required)
• Verbal and written communication skills, problem solving skills, customer service and interpersonal skills (Required)
• Basic ability to work independently and manage one’s time (Required)
• Basic knowledge of iPhones, iPads and computer hardware (Required)
• Knowledge of O365 Tools (Microsoft Teams, SharePoint, OneDrive, Office), service management software (ServiceNow preferred), operating system software and internet directory services software (Required)
• Experience working in ServiceNow OR similar ITSM ticketing tool (Required)
• Experience working with Apple Business Manager and an MDM (Preferred)
• Experience working with AI tools (Preferred)

Major Job Duties and Responsibilities:

• Provide technical support to drilling personnel, operators, engineers, and other local area team members remotely from the office and in-person in the office.
• Log tickets for support work completed on behalf of customers.
• Provision and de-provision IT assets for employees.
• Analyze information provided by customers and utilize available resources given to determine, recommend and execute best next steps for resolution in a timely manner.
• Read technical manuals, confer with users, and/or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Maintain detailed records of daily support transactions and contribute to documentation for continuous process improvement
• Update knowledge articles and personal skills to keep up with rapid advancements in computer technology.
• Test hardware and support peripherals to ensure that they meet specifications and requirements.
• Monitor functionality of equipment and make necessary modifications to ensure the system operates properly.
• Manage IT stockroom and all local IT equipment information within asset management database.
• Driving travel required as needed to surrounding location field offices.