IT Priority Support, Senior Associate Analyst

Job Summary

This position is responsible for technology requests from Executives and other senior leaders throughout the company.  This role requires a very high level of technical proficiency and requires an individual with executive presence and strong communication skills. This team member must quickly and effectively diagnose and resolve issues related to PCs, mobile devices, videoconferencing, printers, business application software, telecommunications equipment and potentially local networks.  This position will also actively support enterprise mobility activities.

Duties and Responsibilities

• Acts as first point of escalation for all priority support requests.
• Proactively and promptly troubleshoots Executive/VIP support issues.
• Works closely with support teams within the organization to own, coordinate, and drive escalations to closure.
• Establishes trust and maintains confidentiality in all executive support activities.
• Participates in an on-call rotation to provide after hours and weekend support
• May require travel to executive team or planned events.
• Provides IT guidance and training when needed.
• Maintains up-to-date knowledge of latest corporate approved technologies/equipment.
• Performs general IT maintenance tasks.
• Resolves moderate to complex problems immediately; if needed, more complex IT issues will be coordinated with higher level support staff with the team member owning and tracking the issues through resolution.
• Researches and recommends hardware and software solutions, including new product acquisitions and upgrades as needed.
• Other duties as assigned.

Skills and Competencies

• Excellent written and verbal communication skills, as well as being able to explain technical concepts in non-technical terms when necessary.
• Exceptional customer service and interpersonal skills.
• Professional, motivated and energetic with a strong work ethic and positive attitude.
• Proactive in anticipating and resolving problems.
• Must have strong hands-on experience with troubleshooting and resolving issues in Windows 10, especially in an enterprise environment.
• Strong troubleshooting experience with laptops and desktops.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Required Qualifications

• High school diploma or GED
• Minimum of two (2) years of related experience
• Requires considerable hardware and software knowledge including, but not limited to, MS Office Suites, current Windows operating systems, etc.
• Ability to travel as needed
• Able to work an on-call rotation to provide after-hours and weekend support
• An acceptable pre-employment background and drug test

Preferred Qualifications

• Bachelor’s degree or higher in Computer Science, MIS, or related field from an accredited College or University
• Second level Help Desk support experience
• Experience supporting iOS mobile devices using an MDM solution such as Microsoft InTune
• Experience supporting conference room and other AV equipment
• Oil and Gas software knowledge

Physical Requirements and Working Conditions

• Requires prolonged sitting, some bending and stooping.
• Occasional lifting of up to 40 pounds.
• Manual dexterity sufficient to operate a computer keyboard.

Continental Resources, Inc. provides equal employment opportunities and access for all applicants and employees without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, disability, genetic information, veteran status, or any other category protected by law.