Field Desktop Services

Responsibilities

• Ownership of Field Desktop Services fulfillment & Problem tracking, management, and resolution.
• Focus is on superior customer service levels, in all situations, especially under pressure, no matter if customers issue is small or large.
• Provide Tier 2 onsite or remote support for installation, configuration, maintenance, and troubleshooting of all Midstream end user workstation(s) hardware, software, and peripheral devices.
• After hours support required at times to assist with high priority issues and requests.
• Prioritize and escalate Midstream customer issues to the appropriate IT Tier 3 support groups and, when necessary, coordinate with IT Field Services Smart hands to schedule on-site support visit.
• Support and maintenance of Midstream hardware devices to include imaging of standard and high spec desktop/laptop computers, tablets, and hand-held field devices.
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner.
• Resolve hardware and software problems efficiently with minimum disruption to users and coordinates hardware repairs with service vendors as merited.
• Collaborate with others, as an escalated level of support, to resolve major underlying technology issues which arise within project, or a product as needed.
• Identify opportunities to make changes in the process to eliminate outages, reduce waste, improve process and execution efficiencies, and improve communication within the team.
• Collaborate with all support and team members to ensure accuracy and efficiency of the inputs and outputs of the asset tracking system to other business processes.
• Implements, and enforces the IT Asset Management processes, policies and standards, work instructions and activities in compliance with the information technology infrastructure platforms.

Skills

• Windows
• Sql database
• outlook
• vpn
• wireless network

Top Skills

• Windows
• Sql database
• outlook
• vpn
• wireless network

Additional Skills & Qualifications

• Owns and operates mid-Stream Energy infrastructure and logistics assets that include 24/7 processing / distribution locations.
• Work hours are typically Monday - Friday, 8 - 5 pm but candidate must be available as called upon to perform duties during off-hours on occasion as needed.
• Support of these 24/7 Systems may require applicant to be available to respond within 90 minutes should problems arise.
• The employee must be flexible however to meet the needs of the business, when necessary, work hours may change depending on work responsibilities.
• Activities may also include device backups, anti-virus protection support & response, performance tuning, security additions/changes/removals, security policy management, data access controls, configuration/patch management, risk management documentation, change control administration, Cisco voice system support, conference room and office AV support, database administration, and self-auditing to ensure compliance with standards.

Knowledge of Terminal Automation systems, third party engineering software/hardware, and/or Oil & Gas IT field experience is beneficial.

Technical Abilities Required

• SME in supporting and troubleshooting Windows 11, Windows 10, Office 365, Skype, Microsoft Teams, Microsoft Office suite, and IOS devices (iPad and iPhone)
• Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality need.
• Extensive support with VPN, Citrix, and Wireless Networks
• Aid with phone systems, upgrades, maintenance in the Field office.
• Asset management, including maintenance of network component inventory; printers and other hardware items.
• Manages installation, setup, maintenance, and troubleshooting for user workstations, software, hardware, and peripherals.
• Experience Level Expert Level