Desktop Support Analyst I

Proudly serving the oil and gas industry since 1960, J-W Power Company provides leasing, sales, parts and service of natural gas compression equipment. We are one of the largest privately-owned compression fleet organizations in the United States and a proven industry leader with an impeccable reputation for field service.  Our greatest asset is our culture, our people and the significant role each employee plays in the success of the organization. 

POSITION SUMMARY:

Under general supervision, this position is responsible for providing end-user support and maintenance within the corporate computing environment.  Specific responsibilities include installing, diagnosing, repairing, maintaining and upgrading all equipment and PC hardware to ensure optimal workstation performance.  This position will also troubleshoot problem areas  (in person, by telephone, via e-mail, and remote desktop) in a timely, accurate fashion and provide end-user assistance as required as well as perform on-site analysis, diagnosis, and resolution of desktop problems for end-users.

ESSENTIAL DUTIES & RESPONSIBILITIES:  may include any or all of the following.  

• Provide Level 1 support for all technology related issues.
• Answer phone calls from end-users.
• Install, configure, test, maintain, and troubleshoot end-user equipment, including but not limited to computers, monitors, and mobile phones.
• Install all types of software on various devices.
• Identify recurrent problems and assist users in resolution.
• Prepare and ship computer equipment to remote offices.
• Assist in maintaining the IT asset inventory.
• Assist the IT Infrastructure team in performing “smart hands” duties as directed.
• Understand, participate, and contribute to the goals and mission of the IT department and the company.
• Demonstrate sound decision-making, good communication (verbal and written), organizational and time management skills.
• Assist other IT department personnel as required and perform other duties as assigned that support the overall objective of the position.
• Perform all responsibilities of this position while continually presenting a positive and professional example for the rest of the team and the company. This must be portrayed throughout all communication methods and all actions performed by this individual.

POSITION QUALIFICATIONS (COMPETENCY STATEMENTS):

• Proven ability to interact with the customer in a way that reassures them that their concerns are being appropriately addressed; relay the details of the problem and the initial troubleshooting steps effectively to the next level of support.
• Demonstrated ability to embrace new technologies, meet business demands, respond effectively to changing conditions, and apply continuous improvement techniques.
• Proven ability to interact with people using clear, fluent and expressive verbal and written language to convey information and ideas.
• Demonstrated technical and operational knowledge as well as the skills and experience to ensure performance of all duties at a high level of accomplishment.
• Demonstrated skill in analysis, problem solving, decision-making, planning, organizing, meeting deadlines, multi-tasking, attention to detail, and communication.
• Proven to be self-motivated, with the ability to work independent of direct supervision.
• Demonstrated ability to give and obtain cooperation with others while contributing to the team effort by accomplishing results as agreed.
• Demonstrated ability to creatively resolve computer related issues.

SKILLS & ABILITIES:

Education & Experience:

• High school diploma or general education degree (GED) is required.
• One or more years of college in pursuit of a degree and 1+ years of related experience and/or training is preferred.

 Computer skills:

• Intermediate level of proficiency in all Microsoft® based operating systems, and Office Suite Applications.

• Basic understanding of computer operating system, base image applications and Active Directory.
• Basic understanding of peripheral computer hardware installation, maintenance, and troubleshooting.

Certifications & Licenses:

• N/A

SUPERVISORY RESPONSIBILITIES:

• This position has no supervisory responsibilities.

GENERAL STATEMENT:

• This job description is intended to provide guidelines for job expectations and the employee’s ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities.  Additional functions and requirements may be assigned by supervisors as deemed appropriate.  The company reserves the right to change this job description and/or assign tasks for the employee to perform based on business necessity.

REASONABLE ACCOMMODATIONS STATEMENT:

• To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS:

• The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus; these requirements can be met with the use of corrective lenses.

O (Occasionally)                       Position requires this activity up to 33% of the time (0 – 2.5 + hrs/day)

F (Frequently)                            Position requires this activity from 33% - 66% of the time (2.5 – 5.5+ hrs/day)

C (Constantly)                           Position requires this activity more than 66% of the time (5.5+ hrs/day)

N (Not Applicable)                   Activity is not applicable to this position

WORK ENVIRONMENT:

• The work environment characteristics described here are representative of those an employee typically encounters while performing the essential functions of this job.

BENEFITS STATEMENT:

• Benefits package to include: paid time off, 401(k) plan and company match, medical, prescription, dental and vision, life and disability plans, along with flexible spending accounts, and additional benefit programs.

COMPENSATION STATEMENT:

• Compensation is commensurate with skill level and experience. Position is eligible for annual bonus consideration based on achievement of company performance targets and individual goals.