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Reporting to the IT Director of Infrastructure and Operations, the Help Desk Lead will manage the IT service desk and be responsible for all IT support activities related to end user hardware, software, and other IT related issues to ensure consistent and quality IT services to all internal and external customers. This role provides leadership to the service desk team through knowledge, experience, motivation, support, and advice.

RESPONSIBILITIES:

• Supervises and manages the Help Desk team members.
• Provides training and coaching to Help Desk Technicians and oversees individual objectives.
• Answers escalated calls and support for the Help Desk team members.
• Monitors IT Help Desk queue accordingly and escalates and supports as needed.
• Manages problem recognition and resolution. Works with IT Operations team members on complex problems.
• Document incident/problem resolution. Develop the Knowledge base.
• Logs and tracks calls using IT tracking database, and maintains records and pulls reports for the Help Desk team calls, tickets, etc.
• Responsible for the supervision of installation, configuration, troubleshooting, repair and maintenance of workstations, laptops, and peripherals (e.g., software, printers, copiers, and mobile devices).
• Making sure that SLA (response and resolution) are met.
• Completes daily duties as assigned in a timely and professional manner.
• Point of escalation for on-call Help Desk support.
• Complies with all company and departmental policies and procedures.

Requirements

• Associates degree in computer science or industry certifications such as A+ or MCSA. 5 years experience may be substituted for a degree or certification.
• Computer Skills - working knowledge of all Microsoft Windows operating systems and server platforms. Strong Desktop support skills with Windows 11, Microsoft Office 365, Remote Desktop Support, Basic Active Directory management (password resets, account changes, etc.). Computer hardware knowledge of laptops and PC is required.

• 5+ years of experience in an IT role within the oil and gas upstream industry.

• Strong problem solving and critical thinking skills - identifies and resolves problems in a timely and methodical manner; gathers and analyzes information thoroughly.
• Service-Oriented mindset - responds timely to users requests for service and assistance; meets commitments.
• Solid people and communication skills focuses on solving conflict; maintains confidentiality.
• Teamwork - balances team and individual responsibilities; gives and welcomes feedback; contributes to building a positive team spirit.
• Ethics treats people with respect; keeps commitments; works with integrity and ethically.
• Professionalism - approaches others in a tactful manner; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions.
• Organizational Support - follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
• Planning/Organizing prioritizes and plans work activities; uses time efficiently; able to work independently.
• Quality - demonstrates accuracy and thoroughness.
• Adaptability - adapts to changes in the work environment; able to deal with frequent change, delays or unexpected events.
• Attendance/Punctuality - consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Benefits

WE OFFER:

• Premiums for health, dental, and vision insurance for employee and children are 100% paid for by Aethon and premiums for spouse are 75% covered.
• 401k match 100% up to 7% of annual base salary
• Health Advocate to assist navigating your medical, dental, and vision insurance
• Company provided:
  • Basic Life and AD&D Insurance
  • Short- and Long-Term Disability Insurance
• Paid vacation time based on the total years of service at Aethon.
• 9 paid holidays annually
• 40 hours paid sick time annually.
• Casual dress code
• Unlimited access to workout facilities within the building

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Employees must be willing and able to perform other duties as assigned. Duties, responsibilities, and activities may change at any time with or without notice.

Unfortunately, due to the high volume of applications, we are unable to acknowledge every applicant.

Aethon does not accept unsolicited resumes from recruiters or employment agencies. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and approved engagement request, Aethon reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

Aethon is an equal opportunity employer. We are committed to the principles of being an equal opportunity employer and to providing our employees with a work environment free of discrimination and harassment. All employment decisions are based on qualifications, merit, and business need.