26-565.A - Field IT Support Analyst

Job Objective: Provide high-quality support to end users of Hilcorp's technology services including user accounts, PCs, networking, enterprise applications, phones, printers, conference rooms, and more via in-person visits and utilizing remote support tools.

Travel to Hilcorp offices and field locations across the Permian basin to provide local support for field-based networks, servers, and SCADA technology assets as directed by remote engineers and administrators.

Essential Job Responsibilities:

• Assists users with hardware, software, and networking problems, triaging issues and requests as they are reported via phone, ticketing system, walk-up, IM and email.
• Configures new computers and upgrades existing computers.
• Provide A/V support for meeting rooms and field town hall meetings.
• Provide user administration using internal tools and administration platforms including Windows Servers, Active Directory, MS Exchange, Azure Admin Portal and other enterprise application admin tools.
• Installs new and existing software, maintaining support documentation articles to ensure knowledge transfer with peer support teams and staff.
• Assists peer infrastructure and Security teams with troubleshooting function to solve problems with network hardware and software at desktop level.
• Assist Network Engineering team with rack/stack, patching, hardware swaps, link validation, etc.
• Call out support for field infrastructure, including microwave/backhaul equipment.
• Basic layer 1 network troubleshooting (cabling, power, connectivity).
• After-hours support for critical incidents and maintenance windows.
• Perform other support functions as directed by the Helpdesk Manager and other IT management.
• Use of IT ticketing system for documenting, troubleshooting and communication with requestors, taking ownership of issues from request to resolution.
• Maintains employee confidence and protects corporate assets, including intellectual property, by keeping information confidential.
• Maintains technical knowledge by attending educational workshops and reviewing professional publications, establishing personal networks, and participating in professional associations.
• Adheres to the company's values - Integrity, Ownership, Urgency, Alignment and Innovation.
• Supports company vision and mission.
• Adheres to established work schedule, attendance standards and is punctual to work and meetings.

Other Job Responsibilities:

• Other duties as assigned by management.

• Three (3) years minimum hands-on technology support experience.
• Solid understanding of networking, desktop computers, printers, audiovisual components, and general office applications.
• Ability to travel routinely to field locations across the Permian basin.
• Strong interpersonal skills to effectively communicate with individuals at all levels of the company.
• Exceptional ability in diagnosing and solving computer related problems while maintaining patience, professionalism, and courtesy.
• In depth understanding of Windows desktop operating systems and utilities.
• Basic understanding of Windows server operating systems, administration and utilities.
• Ability to establish priorities, meet deadlines, and concentrate on detailed information in a fast-paced demanding work environment.
• Ability to establish and maintain effective working relationships with employees, supervisors, other departments, officials, and the public.
• Ability to complete multiple, diverse tasks of differing priorities.
• Proficiency in the use and application of the following software.

• Required: Microsoft Office (Excel, Word, PowerPoint, and Outlook with emphasis on Outlook and Excel).

• High degree of competency in troubleshooting Smartphones/Mobile devices, tablet devices, as well as various smartphone devices.

Education Requirements:

• Required: Graduation from a high school or GED equivalent or any equivalent combination of education and experience demonstrating sufficient knowledge, ability and skill to handle the duties and responsibilities of the position.
• Preferred: Associate or bachelor's degree from an accredited college/university with a degree related to information technology, management information services, computer science, or a closely related field.

Certifications, Licenses, Registrations:

• Valid Driver's license required.