Analyst, Help Desk & Desktop Support

Provide timely and professional resolution of user requests for help and other services, provide technical support for end users and prepare hardware for new employees and contractors. Assist in the creation and upkeep of IT documentation and procedures and other knowledge repositories. Contribute to the development of policies pertaining to the help desk and desktop support. This is a hands-on position that involves working in a team-oriented and client-centered environment., * Utilize Jira ticketing solution to record, update and document requests and to ensure that user requests are handled promptly and that users are satisfied with resolutions

• Work across multiple locations to support a wide range of users
• Work with others on the Help Desk & Desktop Support team to provide backup when gaps in coverage occur
• Provide end-user support in-person or remotely by phone, email or remote support tools assist to resolve software and hardware based technical issues on desktops, laptops, handheld devices, printers etc.
• Maintain expectations of support requestors around ETA, any impacts repairs may have and follow up to ensure issue resolution
• Escalate issues outside area of expertise to a subject matter expert (SME) when applicable
• Assist in ensuring data backup and integrity
• Help ensure that spare parts inventory is maintained at each FLNG site (HQ, plant) by complying with inventory control practices. Employ housekeeping practices to ensure that storage areas are tidy, accessible and items can be found with ease
• Update logs of disposed hardware
• Provide end-user training and instruction on systems, applications, security best practices, and company/IT policies in order to maximize end-user productivity
• Create, update, and maintain documentation as required and maintain Help Desk Scenarios procedures for troubleshooting
• Adhere to all IT policies

This position is based at the HQ office, however, some travel to off-site locations as required. This position requires the incumbent to hold a valid, unexpired driver’s license at all times in order to perform the essential functions of the job., * Computer Service (3+ years)

• Customer Support (3+ years)
• Enterprise Support Experience (3+ years)
• Help Desk Systems Administration (3+ years)

Preferred

• Plant-site experience (3 years)
• A+ Certification
• Microsoft Certified Professional - MCITP or higher

Education

• Minimum 2 year degree (preferably in computer science) or additional 2 years experience

Required Knowledge/Skills/Abilities

• Experience with network and telecommunication systems in a large enterprise environment.
• Experience in Active Directory, Windows Networking, and Windows operating systems.
• Experience in Large Scale System Software Deployment, preferably in SCCM
• Experience in Systems Imaging preferably in SCCM.
• Knowledge in TCP/IP.
• Knowledge of DNS.
• Knowledge of RSA Secure ID, AirWatch, Boxer, VPN, Citrix, Exchange, AD, Bitlocker, CommVault, Lansweeper, GoToAssist, SCCM, Jira, Confluence, Device 42, Okta, Guardicore and other similar technologies and tools
• Knowledge in Microsoft Domain model.
• Excellent troubleshooting and analytical skills.
• Knowledge of Microsoft Office technologies.
• Application installation and troubleshooting experience in server/client applications.
• Knowledge of principles and mechanics of document management systems, knowledge of Open Text Content Server end user functions specifically a plus.
• Application installation and troubleshooting experience in a telecommunications system and network environment.
• Ability to adapt to and adopt new techniques and technologies.
• Excellent social skills and the ability to patiently and consistently interact and communicate with people at all levels of the organization in a support and training role
• Effective communicator, with excellent written, oral and presentation skills.
• Team player requiring minimal supervision, with ability to draw on the expertise and knowledge of the team to deliver the best solutions.
• Ability to deliver results, meet commitments and agreed deadlines.
• Excellent time management and work prioritization skills.

• Strong interpersonal skills, including influencing and leadership., The physical demands described here are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. This is primarily a sedentary role; however, the incumbent must be able to stand and/or sit continuously to perform all essential job functions for a full shift.

• Ability to lift up to 20 lbs. as required in order to lift files, boxes and office equipment as necessary.
• Ability to lift files, open filing cabinets and bending, standing on a stool, or climbing as necessary to perform these functions.
• While performing the duties of this role, the incumbent may be required to talk or hear.
• The incumbent is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Ability to drive to other Company work locations as required.
• Ability to move throughout all areas of each office/site location and facilities