Job Description:
Overview
This position is responsible for providing Deskside support (defined below) to the clients in the field office in which they are based and for clients in any surrounding satellite offices.
Part-time (approx. 20 hrs/week) position
The intent is to review the activity levels, mostly by monitoring Service Desk tickets, during the first 3-6 months and make any adjustments necessary at that point.
The position reports functionally up through the IT organization and organizationally through the Asset Manager or Operations Manager.
The workload will largely be driven by Incidents or Service Requests entered on the Remedy Case Management system used by the company's service desk. The IT Business Analyst and/or the Asset Manager/Operations Manager may also request assistance with a specific issue or task within the scope of responsibility.
Responsibilities
The following activities are in scope for this position: -
? Provide desk side support (Hardware/Software Support & Training) on Windows PCs; local & networked printer and MFP devices and other PC peripheral devices (e.g. PDAs, Air cards etc). This includes support for any software titles on the company's standard image.
? Install, configure, test and maintain IT hardware as necessary to address Incidents and Service Requests made by the client group.
? Diagnose problems with software configurations and Network (LAN) connectivity issues.
? Manage the local inventory of desktops, laptops and other hardware, performing or scheduling any necessary hardware maintenance on PC related equipment and ensuring that the required data repository (currently Asset Center) is kept up-to-date.
? Perform data recovery on failed hard drives as directed.
? Provide training and support to any visitors, specifically around VPN/dial-in capabilities and working efficiently when away from their ?home? location.
? Assist as necessary with the on boarding of new employees at their location.
? Assist local staff in the disposal of outdated computer equipment through the standard disposal/recycling process.
? Assist clients with the Software Introduction process including nominations, testing and delivery on an as needed basis.
? Work with other service providers to coordinate resolution of Incidents and Service Requests, including acting as the local point of contact for any vendor representatives coming on site to perform IT-related tasks.
? Be the ?eyes and hands? on site for other support teams (e.g. network, applications, traditional and VOIP phone systems etc) and assist those support teams as directed in the resolution of issues relating to these areas.
The following support activities are specifically excluded:
? Provision of support for non-Marathon equipment (e.g. equipment belonging to contractors or vendors)
? Cabling and cable termination tasks.
? Physical hardware repairs.
? Home PC support
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Requirements:
A minimum of two years experience in an Information Technology support role.
Computer Proficiencies: Proficiency in Windows Desktop Operating Systems (XP, Vista) and in Microsoft Office Productivity applications (Outlook, Access, Excel, Word, PowerPoint, Project and SharePoint) required.
Experience working with computer applications used in the Upstream Oil and Gas industry would be desirable. Some experience of working with Windows Server Operating Systems, networking and VOIP technology would be beneficial. |
