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IT Support Technician (Tier I/II)
Location:Malvern
Job Type:Full-time
Schedule:40 hours per week (MondayFriday) + on-call rotation after training

Position Summary:

Pioneer Production Services is hiring an IT Support Technicianwho will be primarily responsible for providing first-line Tier I/II end user support to our field and production offices. In this user-facing role, you will be troubleshooting and resolving a variety of technical issues related to hardware, software, and Windows operating systems as our local resource.

In our fast-paced environment, the ideal candidate will have strong technical problem-solving abilities, a customer-focused mindset, outstanding communication skills, and possess a high level of curiosity and willingness to learn from a diverse group of professionals within the oil and gas industry. Must possess a friendly, positive, and professional attitude.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provide Tier I/II technical support to end users by identifying, analyzing, and resolving hardware and software issues efficiently, including swapping out laptops and iPhones

Take ownership of the entire IT support lifecycle as it relates to Tier I/II issues and tasks

Identify, redirect, and escalate higher Tier support issues when applicable

Maintain the IT inventory as it relates to assets located within your area of responsibility

Configure/reconfigure and prepare workstations and iPhones/iPads for deployment

Drilling rig and fracking visits; assist in the rig down/rig up of IT equipment

Assist with end user onboarding/offboarding procedures

Deploy and decommission end user workstations in compliance with the defined IT Equipment Lifecycle policy

Maintain current knowledge of technology trends related to hardware, operating systems, and software solutions

Maintain the health and security of end user computing equipment by reviewing, testing, and deploying software, operating system, and firmware updates

Provide feedback to management on improvements for processes and programs which may not be optimal

Assist with the management and maintenance of Active Directory users, security groups, and computer objects

COMPETENCIES:

Problem Solving:Exercise excellent diagnostic and troubleshooting capabilities; anticipate issues before they become critical

Knowledge:Absorb and assimilate relevant information quickly in a changing environment

Time Management:Effectively prioritize workloads and meet deadlines

Communication:Clearly convey technical information to users of varying skill levels

Safety and Security:Follow safety procedures and report unsafe conditions

Integrity:Maintain confidentiality with sensitive data and systems

QUALIFICATIONS:

Strong verbal and written communication skills

Exceptional attention to detail

Demonstrates composure under pressure

Ability to work in a fast-paced, collaborative environment

Ability to travel as needed to remote job sites

Must have a valid drivers license

Ability to work weekends and/or after hours when business needs arise

KNOWLEDGE AND SKILLS:

Advanced Knowledge of:
Microsoft Office 365 Suite
Windows 11 Operating Systems

Intermediate Knowledge of:
Networking fundamentals and concepts
Audio/Visual systems
Virtualization fundamentals
Network and information systems security concepts
Virtual Private Networks (VPNs)
Wireless networks
Physical access control systems
Active Directory, DNS, DHCP

EDUCATION AND/OR EXPERIENCE:

Associates Degree in Computer Information Systems or related fieldOR
3+ years of progressive Tier I/II IT support experience in a corporate environment (oil & gas preferred)

CERTIFICATIONS (Preferred):

CompTIA A+
CompTIA Security+
Microsoft MTA Operating Systems Fundamentals

PHYSICAL DEMANDS:

Ability to lift and/or move up to 50 pounds

Sufficient dexterity to assemble/repair computer hardware and peripherals

Ability to sit or stand for extended periods

WORK ENVIRONMENT:

Work sites vary with noise levels and temperatures (office and field environments)

Travel between oil field sites may be required (up to ~2 hours apart)

Some locations require off-highway travel

Safety training and strict protocol adherence required at certain sites

Drug-free workplace with zero-tolerance policy and random screenings

This position will primarily support the Malvern office

Pioneer Production Services, Inc. provides equal opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type protected by federal, state or local laws.