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Specialist, Senior Field Support Position (2 Viewers)

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Job Description

Specialist, Senior Field Support-00055T

This Senior Desktop Field Support Specialist will provide a combination of Project Management and technical coordination for infrastructure projects and operational initiatives based on business requirements from both the EPCO, Inc. Corporate Houston and Field offices as defined by the scope of the project. The primary focuses of this position is to be the single point of contact for all IT related issues at the assigned site. This includes taking ownership of all IT issues and concerns ensuring the appropriate escalations, and assist in determining the Root Causes of IT issues are understood and addressed.

• Interact, build and maintain a strong rapport with area management, and support other team members. There is a heavy emphasis on customer service and support
• Provide current communication and assist in the execution of IT initiatives that might impact the respective assigned sites
• Develop and document value added workflows for the technical user and customer community
• Develop and maintain an accurate inventory of IT equipment and accessories
• Promote IT standards for their assigned area
• Work with other IT groups to rollout hardware and software upgrade; implement new equipment and services; assist with new product testing and special projects.
• Install and troubleshoot Microsoft Windows XP/7/8 operating systems and standard business applications on desktop systems and associated peripherals and verification of operation
• Follow up with end users to ensure problems are resolved successfully and satisfactorily
• Provide IT training to customers to ensure successful use of IT equipment
• Document and revise all resolutions to be updated in IT Knowledgebase
• Be able to manage a heavy caseload and respond to customers requests in a timely fashion
• Ability to work a flexible schedule; Provide off hours support on an on-call basis
• Maintain detailed documentation of each service call in an online tracking system.
• Ability to lift at least 50lbs.
• Must be willing to travel at least 80% of the time within a ~3-4 hour drive time radius with some overnight stays been required occasionally.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED is required.
• Bachelor degree from an accredit college or university in MIS, CIS, Computer Science or Computer Engineering is preferred.
• Associate’s degree or equivalent from a community or technical college; or two years related experience and/or training; or equivalent combination of education and experience.
• Must possess at least two technical certifications: MCSA, MCDST, MCP, MCITP, A+, Net +, Sec+ , ITIL, CWNA, CCNA, etc. in lieu of a degree
• 5 + years with relevant experience in an IT environment supporting hardware and software, Oil and Energy Field is preferred.
• 2 + years of Project Management experience is preferred
• ITSM Software: Clientele, Clarify, or Remedy is preferred.
• Advanced knowledge and understanding of Windows and Windows products, including DOS is preferred.
• Profound background and knowledge in IT Operations, Infrastructure and Applications is preferred.
• Time Management – Punctuality is critical is required.
• Exceptional customer support and interpersonal skills is required.
• Experience working in a demanding IT Operation is required.
• Ability to work and contribute to a team environment to accomplish overall team objectives is required.
• Excellent verbal and written communication skills is required.
• Strong organizational skill – Need to be able to prioritize work and business requirements to define a reasonable time line is required.
• Network Connectivity - Extended understanding and knowledge of technical IT areas such as the following: LAN, WAN, WLAN, WWAN, Site to Site VPN, Microwave, DOS Commands is required.
• Software – Experience and Knowledge in support, troubleshoot and maintain software applications, Preferably: SCADA and Controls, Engineering, GIS/Mapping, Plant Processing and Measurement applications is preferred.
• Virtualization – Experience and Knowledge of MED-V, APP-V, VMware, VDI, P2V is preferred.
• Experience in setting up MFP such as: Xerox, Konica-Minolta, HP for network scanning, scan to emails, Fax, scan to file and printing is preferred.
• Ability to setup and manage Mobile Devices such as Blackberry, iPhone, iPad, Tablets, Android OS, etc. is required.
• Experience with VOIP technology such as Avaya, Cisco, etc. is required.
• Experience with Wi‑Fi technology for internal and external use utilizing Cisco AnyConnect, Intel Pro Wireless, GOBI, WWAN or similar products is required.

Primary Location: USA-Louisiana-Breaux Bridge

Shift: Day Job

Travel: Yes, 75 % of the Time

Unposting Date: Ongoing

Organization: Info Tech

Job: Information Technology

Job Level: Individual Contributor