Jr. Analyst, Help Desk & Desktop Support

Provide timely, professional first-level support for user requests and technical issues. Assist with troubleshooting desktops, laptops, mobile devices, printers, applications, and common access issues under the guidance of senior team members. Support hardware preparation for new employees and contractors, maintain accurate service desk documentation, and contribute to knowledge base updates. This is a hands-on, junior-level position designed for an analyst with 1+ years of IT support experience who is developing technical skills in a team-oriented and client-centered environment., * Use the IT service desk system to record, update, document, and track user requests, ensuring tickets are accurate, timely, and appropriately prioritized

• Work across multiple locations to support a wide range of users
• Collaborate with Help Desk & Desktop Support team members to provide backup support and learn standard troubleshooting procedures
• Provide end-user support in person or remotely by phone, email, and remote support tools; assist with resolving common software, hardware, desktop, laptop, mobile device, and printer issues
• Maintain expectations of support requestors around ETA, any impacts repairs may have and follow-up to ensure issue resolution
• Escalate issues outside area of knowledge or authority to subject matter experts, or appropriate support teams
• 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 basic end-user guidance on systems, applications, security best practices, and company/IT policies to support productivity and compliance
• Create and update basic troubleshooting documentation, knowledge articles, and Help Desk procedures as directed
• Adhere to all IT policies

• Computer service or technical support experience (1+ year)
• Customer support or end-user support experience (1+ year)
• Basic enterprise support, service desk, or desktop support experience preferred

• Experience using an IT ticketing or help desk system preferred Minimum two-year degree in Information Technology or two years of equivalent experience Preferred

• Plant-site or industrial environment exposure
• CompTIA A+, Microsoft, or other entry-level IT certification
• Basic experience supporting Microsoft 365, Windows workstations, printers, and mobile devices

Required Knowledge/Skills/Abilities

• Basic understanding of network and telecommunications concepts in an enterprise environment
• Basic familiarity with Active Directory, Windows networking, and Windows operating systems
• Exposure to software deployment, system imaging, or endpoint management tools such as SCCM preferred
• Basic knowledge of TCP/IP, DNS, VPN, Microsoft 365, Exchange/Outlook, BitLocker, and remote support tools
• Ability to follow documented procedures and escalate when additional support is needed
• Developing troubleshooting and analytical skills with a willingness to learn new technologies
• Basic application installation and troubleshooting experience for desktop and client applications
• Familiarity with document management systems or OpenText Content Server end-user functions preferred
• Ability to adapt to and adopt new techniques and technologies
• Strong customer service skills and the ability to patiently and consistently interact with users at all levels of the organization
• Effective written and verbal communication skills
• Team-oriented approach with the ability to ask questions, learn from others, and support shared team goals
• Ability to complete assigned tasks, follow up on open items, and meet agreed deadlines

• Good time management and work prioritization skills, 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