Job details

Tier II IT Support Technician

At H&P, our people are our strength.

Since 1920, Helmerich and Payne has been the industry’s most trusted partner in drilling productivity and reliability. As the world changes, so does our approach. We are changing the landscape of drilling by using cutting-edge rig technologies and drilling solutions to build upon a century of success, all while continuing to deliver better outcomes for our customers.

At H&P, our people are our strength. We strive to continually lead with our Core Values that enable employees to develop on their H&P Journey. We believe that doing the right thing means creating a more diverse, equitable, and inclusive workplace that empowers our people to bring their authentic selves to work every day.

Some companies offer career paths. We offer a Journey of a Lifetime. Let's go far, together.

Hear directly from our employees, and leaders about their

unique journeys at Helmerich and Payne

*Work Location #LI-Onsite*

At a Glance:

Are you hungry and ready for the next step in your drilling career? H&P’s Information Technology team presents the perfect opportunity for growth and career advancement on your H&P Journey.

The Tier II IT Support Technician is primarily responsible for providing 2nd level support within the Service Desk by solving moderate to complex problems that cannot be resolved by level 1. This role uses previous knowledge, experience, and research skills to solve for unique or atypical issues within the realm of Service Desk troubleshooting. The Tier II IT Support Technician works autonomously within existing procedures while evaluating opportunities for process improvement as needed.

Day, night, and weekend shifts available.

What you will do:

Demonstrates the H&P Company values: Actively C.A.R.E., Service Attitude, Innovative Spirit, Teamwork and Do the Right Thing
Acts as a Level 2 resource within the Service Desk to troubleshoot and resolve complex issues primarily focused on hardware and software within the desktop realm
Answers phone calls, responds to email, chat, and self-service requests from internal customers
Maintains ownership and provides status updates to the user while following up with the appropriate technical team until resolution even when unable to resolve issues within first call
Assists the dispatch team with the configuration of hardware, peripherals and complex software installs.
Researches, analyzes, and resolves moderate to complex hardware and software issues
Engages other necessary technical teams for support when necessary and collaborates with these teams until issues are resolved
Works with 3rd party vendor support when necessary to resolve issues related to hardware and software
Creates documentation and knowledge base articles for issues in which documentation doesn’t already exist.
Reviews existing documentation to ensure documents are still up to date, accurate and updating if they are not
When necessary, visiting end-users within H&P HQ to perform hands on troubleshooting of issues
Engages in other projects and tasks to better the environment and user experience for H&P
Becomes a Subject Matter Expert (SME) in specific areas and remains the point person within the Service Desk for questions specific to that area
Researches and analyzes problems with little or no precedent for IT Optimization
Collaborates with internal partners to ensure highest quality service for internal customers

What you need:

High School Diploma or GED Equivalent
6-7 years of experience working within a Service Desk, handling level 2 and 3 troubleshooting situations
Experience with ServiceNow or other IT ticketing systems
Experience and desire to be the go-to person for when the Service Desk is unable to resolve a problem that falls within the desktop scope
Experience with scripting and automation tools to create automated solutions
General knowledge of Windows Server administration, active directory, and DNS
Experience with Windows 10 installations and deployments
Experience working with and supporting MacOS is a plus
Knowledge of Microsoft operating system, Office 365, MS Exchange, and Microsoft Office applications
Understanding of malware/spyware/anti-virus software
Understanding of fundamentals related to LAN/WAN computer environments and concepts

Not a must, but a plus

Experience with ServiceNow or other IT ticketing systems
Excellent communication skills – both verbal and written
Excellent interpersonal, customer service and collaboration skills
Ability to troubleshoot and problem solve while simultaneously communicating with customers
Ability to prioritize tasks, communicate status and deliver on time with quality
Overall knowledge of IT functions outside of the desktop area is a plus

What we offer:

At H&P, our commitment to our people is at the forefront, and that includes benefits that provide employees a sense of health and financial security. We know that life continues outside of employment and actively caring of our people is our priority.

Comprehensive medical, dental, vision, and life insurance
Flexible Spending or Health Savings Accounts
401k match
Paid Leave Plans
Parental & Adoption Benefits
Disability Coverage
Employee Assistance Program
Educational Assistance
Learning & Development Opportunities
Flex-scheduling available for qualifying positions to achieve work-life integration

H&P is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Thank you for your interest in joining our team!

Helmerich & Payne Glassdoor Company Review

4.2

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CEO of Helmerich & Payne

John Lindsay

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By Helmerich & Payne

Helmerich & Payne's core business is the drilling of oil and natural gas wells for exploration and production companies. They own and operate the largest land fleet of AC drive drilling rigs in the world. For more information, visit www.hpinc.com.

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INDUSTRY

Energy & Utilities

TEAM SIZE

5001-10000

LOCATION

Hybrid, based in Tulsa, OK

DATE POSTED

August 4, 2023