IT Support Technician​/Desktop Engineer

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The Desktop Engineer is part of a team of IT professionals who provide in‑house technical hardware and software support for over 1000 associates nationwide across over 30 locations. This position requires technical knowledge, customer service, and documentation/communication skills. The qualified candidate actively seeks ways to improve processes and productivity and makes recommendations to support an organization scaling at a rapid pace.

• Technical Duties – Assist with identifying and implementing operational improvements, enhancements, and system customizations that meet business requirements; monitor and troubleshoot daily system event logs across core infrastructure; liaise with infrastructure and/or software engineering teams to restore service and/or identify and correct core problems; participate in efforts to develop and execute testing, training and documentation; configure, test, and maintain Power Shell scripts (programming);
  
  program automation tools to reduce manual processes; participate in service desk duties supporting Mansfield Energy with an emphasis on usability, quality, performance and maintainability; hands‑on configuration and customization in multiple platforms including the ability to develop, maintain, create, and improve workflows, procedures, etc.; deploy hardware and software utilizing Intune; maintain user accounts, access privileges and security using Active Directory.
• Customer Service – Provide after‑hours and weekend on‑call support (off‑hours support), as assigned, on a rotating basis; achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/problems/requests; proactively reduce incidents by analyzing documented resolutions.
• Documentation / Communication – Post software updates, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution; communicate company IT policies and standards; alert management to emerging trends in incidents; maintain a current knowledge of emerging products, services, protocols, and standards in support of Mansfield Energy.

• Formal Education & Certifications – College diploma or university degree in the field of computer science and/or 1 plus years of equivalent IT experience; ITIL Certification preferred.
• Knowledge & Experience – Intermediate level knowledge in Microsoft Windows and Microsoft Office Suite (msi and O365); skills in desktop and VDI configuration and troubleshooting; experience with Microsoft Server and Active Directory; working understanding of SFTP, VPN, RDP/VDI and SCOM; basic knowledge of current network hardware, protocols, and standards required;
  Microsoft products including Sway, Teams, One Drive for Business, Visio, SharePoint, Azure, Exchange, Dynamics, Intune, ADFS, Power BI and SQL;
  Adobe Creative Suite; VMWare vSphere and Horizon; iOS and Android; support automation with Python coding.
• Qualifications & Characteristics – The ideal candidate is passionate about their craft, preferably having an interest in learning new technologies, practices and techniques; strong listening and communication skills (written and verbal), including the ability to communicate effectively with non‑technical customers; willingness and demonstrated ability to learn new career skills; ability to collaborate well with both internal groups and external partners and thrive in an agile environment.
• Work Environment – 40‑hour on‑site work week; provide after‑hours and weekend on‑call support for high‑priority issues for one week at a time every three weeks; ability to be on your feet working throughout the office for the majority of your workday; dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components; lifting and transporting moderately heavy objects (up to 60lbs);
  
  ability to travel occasionally and handle support issues at remote sites; valid driver’s license.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

• Entry level

• Full‑time

• Information Technology

• Oil and Gas