IT Service Desk

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Description

Shift

Schedule:

Monday
- Friday, 9:00 am- 6:00 pm

Location:

First Place Tower (15 E 5th St. Tulsa, OK)

Monitor multiple information technology systems and perform incident management and/or address service requests related to IT systems and applications. Responsible for IT assets, per defined processes as required by position.

Utilize Service Now and Power BI reports to monitor IT asset health and identify lost or missing assets.

Monitor physical inventory in the stock rooms and warehouses to ensure sufficient inventory of desktops, laptops, and accessories are available. Prepare shipments to remote sites as needed. Track shipments to ensure successful delivery as well as keeping customer updated on shipment status.

Assist with asset issues that escalate beyond the status of incident. Coordinate with the appropriate team members to troubleshoot and resolve issues.

Schedule and coordinate warranty work for desktop and laptops. Prepare out of date desktops and laptops for recycling. Perform work in support of the lifecycle process for the end user technology assets.

Receive incoming IT equipment from vendors; prepare and ship IT equipment to ONE Gas locations.

Perform basic application and infrastructure monitoring functions.

Create and route basic Service Now Incident tickets to appropriate IT teams and resolve/close IT tickets as they are completed.

Triage and diagnose end user technology issues.

Assist on facilities projects that require infrastructure technology.

Assist other IT teams in support of their projects in the field that include networking technology.

Complete administrative level support duties. Collaborate with other IT teams.

Perform imaging tasks for new and/or restored desktops and laptops.

Regular and reliable attendance is required in performance of job.

Employee may be required to perform additional duties as assigned.

Applicable driver's license

Position Requirements

Computer hardware

Awareness of Networking

Communications

Working knowledge with current infrastructure technologies and the ability to understand and support the following as required by position:

Desktop/laptop hardware, operating systems, and Office suite

IP networking

Event monitoring, logging, and data collection techniques

Virtualization Technologies

Windows desktop operating system

Working knowledge of current infrastructure technologies and the ability to understand and support the following as required by position:

Windows servers

Linux Operating systems

CISCO switching and routing

Ability to interact with client calls, provide customer service, and respond to IT requests. An understanding of incident and event handling, escalation, Business IT Automation, and ticketing systems such as Service Now.

Experience with the application of math and algebra.

Demonstrated ability working with data reporting tools such as Excel.

Ability to identify, research, and analyze system hardware problems and perform system evaluations.

Demonstrated ability to interact, guide, and communicate effectively with all stakeholders.

Demonstrated ability to read and write fluently in English.

Skills

Help desk, Help desk support, Troubleshooting, Customer service, Windows 10, Phone support

Top Skills Details

Help desk, Help desk support, Troubleshooting, Customer service, Windows 10, Phone support

Additional

Skills & Qualifications

Utilize Service Now and Power BI reports to monitor IT asset health and identify lost or missing assets.

Monitor physical inventory in the stock rooms and warehouses to ensure sufficient inventory of desktops, laptops, and accessories are available. Prepare shipments to remote sites as needed. Track shipments to ensure successful delivery as well as keeping customer updated on shipment status.

Assist with asset issues that escalate beyond the status of incident. Coordinate with the appropriate team members to troubleshoot and resolve issues.

Schedule and coordinate warranty work for desktop and laptops. Prepare out of…