Tier-2 Help Desk Support (Field IT)

About the role

Experience level: Associate. Experience required: 5 Years. Education level: All education levels. Job function: Information Technology. Industry: Oil & Energy. Total positions: 1. Relocation assistance: No. Visa sponsorship eligibility: No.

Responsibilities

• Provide Application and Desktop Support services, including troubleshooting for PC, network, phone, printer hardware and software, mobile devices, and handhelds.
• Participate in technology refresh projects.
• Provide in-person, desk-side, and remote support to business users.
• Serve as the initial point of contact for troubleshooting all IT‑related problems.
• Communicate effectively and professionally with business users, clients, and internal IT support elements.
• Perform duties as assigned by manager.

Requirements

• Excellent customer service, interpersonal and communication skills.
• Strong prioritization skills.
• Ability to adapt to changing technologies and learn new technologies.
• Bachelor’s in Information Technology or Associate’s degree plus 3‑5 years of experience.
• Experience with ITIL‑focused ticket management tools (ServiceNow a plus but not required).
• Desktop/Laptop imaging experience.
• Hardware & software application maintenance and support.
• Perform asset management requirements.
• Comply with Williams IT Standard Processes and Procedures.
• Comply with IT Client Services organization and IT security policies.
• Coordinate resolution activities with all involved parties, serving as the single point of contact for end users.

Technology Requirements

• MS Office 365, Microsoft Teams, Windows 10, PXE with imaging computers, Edge, Internet Explorer, Active Directory, iPhone support, Citrix, Remote Assistance/Remote Desktop, HP Desktop/Laptops, Multi‑Function printers.

Skills

• Excellent customer service and communication skills with the ability to explain technical concepts in layman's terms.

Travel

Approximately 20% travel to field offices (Eugene, OR, Tri‑Cities, Seattle, Eastern Washington, and other regional locations) as needed.