IT Technician 7/27/2018
Laredo Petroleum, Inc.
JOB DESCRIPTIONAPPLY SUMMARY STATEMENT:
The IT Technician is responsible for delivering end-to-end support in accordance with IT service level agreements. By working directly with end-users and technology support teams, the Technician ensures all incidents are analyzed, resolved, and recorded within the appropriate tracking systems. The IT Technician should be broadly experienced in a number of technology disciplines including desktop applications, routine networking, and various Internet-enabled services such as a VPN.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Develop service strategy to mitigate software, hardware, and networking issues
Troubleshoot and resolve IT issues via phone, web, and in-person channels
Ensure all incidents are resolved against SLAs
Report on health of the help desk and support using uptime and ticket-related performance metrics
Partner with other technology professionals and business personnel to discuss the impact of incidents on products and services
Track and report all open and closed incidents to leadership teams
Develop business support standards, processes and procedures, and guidelines for incident management
Evaluate trade-offs between issues using value, impact, and risk criteria
Proactively learn and train other staff members on new product and service technologies
Occasional travel required
Requirements KNOWLEDGE AND SKILLS:
Some college work towards a BS in Computer Science, Engineering, MIS, or equivalent work experience
1-2 Years in a professional environment, ideally working directly with or for an IT organization
Strong logical and analytical thinker
Highly personable approach particularly with respect to phone support
Attention to detail
Able to find root causes of problems and quickly determine efficient solutions
Can anticipate risks and mitigate in the moment
Comfortable under high-stress and exhibits poise and focus
Strong verbal and written communication skills
Able to work independently
Proficiency with relevant business systems, operating systems, and servers.
Knowledgeable about telecom systems, audio/video systems, and desktop applications
Possesses knowledge of networking concepts (e.g. Systems, Protocols, Directory Services)
Skilled in light programming, scripting, project management of various sized initiatives, and troubleshooting a wide range of technology-related systems. ITIL knowledge a plus
Prior experience in Oil & Gas is a plus
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor s legal duty to furnish information.