Company Description
Parker Wellbore helps energy companies accomplish their drilling and production goals efficiently, reliably, and safely. Our global team supports oil and gas operators with innovative land and offshore drilling services, premium rental tools and well services, and advanced operations and management support. Founded in 1934, Parker Wellbore helps customers manage their costs and mitigate their risks, to achieve their operational goals in a safe and efficient manner. With experience in both harsh-environment regions and complex drilling situations, you can trust Parker Wellbore to get the job done.
Job Description
The Customer Support Analyst provides first-level PC technical support for clients company-wide and resolving Helpdesk Tickets, as well as audio/video office support and equipment/order coordination.
Essential functions
- Provides technical support for PC clients
- Assists in the coordination of PC and peripheral orders, assignments, setups and deployments for the company
- Escalates technical issues to Network Engineers when necessary
- Installs or replaces hardware/software as needed
- Timely resolves Helpdesk ticket items
- Off-site pick up of supplies or to support remote clients
- Images PCs for deployment and reinforces adherence to company standards
- Assists Network Engineers as needed
- Troubleshoots PC technical issues and helps prevent future occurrences
- Support all audio/video functionality and equipment
- Printer support and supply management
- Serves as initial point of contact for support requests
- Physical implementation of new user IT equipment
- Outprocessing of computer equipment
- Works with phone vendor to coordinate IP phone configuration
- Monitors Helpdesk email inbox and calls to the helpdesk
Additional functions
IT Support
Qualifications
Necessary qualifications, skills and abilities
- High School diploma or equivalent required Minimum 1 to 2 years of experience in PC/desktop support required High School diploma or equivalent required
- Minimum 1 to 2 years of experience in PC/desktop support required
- Demonstrated knowledge with troubleshooting Windows 7 and networks preferred
- Basic knowledge of Active Directory and Exchange Management Console
- Experience maintaining and supporting client A/V and PC Imaging software and concepts is preferred
- Excellent verbal and written communication skills required
Additional qualifications, skills and abilities
- At least 2 years experience in similar positions.
Position competencies
- Initiating & Driving Change • Acts as a catalyst for and takes responsibility for leading, directing, and managing organizational change • Develops new insights into situations and applies innovative solutions • Creates work environment that encourages creative thinking and innovation • Drives step changes in how the company operates • Understands how to change and addresses not only systems and processes, but also cultural aspects of change • Is good at bringing the creative ideas of others to market • Develops a change strategy that includes milestones and timelines • Accurately assesses the potential barriers and resources necessary for change initiatives • Understands and supports the need for change • Envisions and articulates the intended result of the change process • Provides direction and focus during the change process • Helps to generate support of the changes throughout the organization • Identifies and enlists allies who support the change process • Provides resources, removes barriers, and acts as an advocate for those initiating change
- Result Focused • Establishes clear, specific performance goals, expectations, and priorities • Can be counted on to exceed goals successfully • Is constantly and consistently one of the top performers • Very bottom-line oriented • Steadfastly pushes self and others for results • Navigates quickly and effectively to resolve problems and obstacles • Persists to complete tasks / responsibilities, even in the face of difficulties • Develops a sense of urgency in others to complete tasks • Operates with personal ownership and looks for ways to improve performance all the time • Challenges him- or herself and others to raise the bar on performance • Focuses people on critical activities that yield a high impact • Holds self and others accountable for delivering high-quality results on time and within budget (e.g., models high work standards and demands the same from others)
- Team Work • Blends people into teams when they are needed • Creates strong morale and spirit in his/her team • Shares wins and successes • Fosters open dialogue • Lets people finish and be responsible for their work • Seeks consensus among diverse viewpoints as a means of building group commitment • Defines success in terms of the whole team • Creates a feeling of belonging in the team • Values the contributions of all team members • Creates an environment that encourages open communication amongst team members • Creates an environment that encourages collective problem solving amongst team members
- Customer Focus • Is dedicated to meeting the expectations and requirements of internal and external customers • Gets first-hand customer information and uses it to understand customers' business issues and needs for improvements in products and services • Acts with customer in mind • Establishes and maintains effective relationships with customers and gains their trust and respect • Genuinely enjoys working with customers to build long-term partnerships • Creates a sense of customer focus throughout their team/ department/ business unit
Physical demands and work environment
- Ability to gather, analyze, and interpret data.
- Ability to comprehend, remember, and follow verbal and written directions and comply with Company policies, procedures and standards.
- Use repetitive wrist, hand, or finger movements at a computer.
