Administrator - Desk Side Services, AMT Asset Management Software

Administrator - Desk Side Services, AMT Asset Management Software

This position is for an experienced technician on the Desktop Support team responsible for partnering with both Chevron IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to Chevron's operating environment.

Key Responsibilities

• Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services To Ensure Compliance With Company Policies.
• Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Asset Management Tools To Identify And Rectify Recurring Problems.
• Conduct Knowledge Base Updates And Management, Facilitating Training Sessions For New Hires And Coaching Analysts To Enhance Team Capabilities.
• Independently Resolve Tickets Within The Agreed Service Level Agreement (Sla) For Ticket Volume And Response Time, Utilizing Asset Management Software To Track And Manage Incidents Effectively.
• Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Scores By Striving For First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

Bachelor's degree in IT or Computer Science preferred

Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:

• Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration and Infrastructure Design
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
• Microsoft Office Suite (2010/2016) advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Networking
• General knowledge of Microsoft Intune
• Printers
• Video Conferencing system support
• Office 365 support and advanced troubleshooting
• Understand and troubleshoot Azure MFA
• Desktop imaging
• Strong customer service skills

Other Requirements

Analytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them.

Teamwork/Interpersonal Skills - Ability to lead through influence, influence/partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations. Liaisons with cross functional teams leading lean sigma process improvement initiatives. Technical mentor and training coordinator for global L1 and L2 support organizations.

Business Knowledge - Experience in one or more IT delivery teams. Aware of operating environments and cultures outside the US. Understands how business strategies, plans and regional IT needs vary among Chevron and the impact this may have on service delivery globally, regionally, locally. Demonstrated working experience of consultancy to provide business solutions - requirements, alternatives, design, construction, architecture, implementation.

Chevron – Desktop Support Technician Overview

This position is for an experienced technician on the Desktop Support team responsible for partnering with both Chevron IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard to Chevron's operating environment. Responsibilities for this position may include but are not limited to:

• Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and IT-to-IT support for all of Chevron's Workforce Enablement product.
• Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
• Ensures consistent processes, procedures and technologies are utilized across Chevron enterprise environment.
• Understand and follow direction provided by the team leads and managers of different Chevron products and towers.
• Document recurring issues in the Chevron Knowledge Base
• Document in detail case status and tasks / work completed with end users in the Chevron ITSM system
• Follow the Chevron critical incident process
• Follow Chevron required safety protocols and complete regular trainings on safety and compliance

Required Qualifications

Bachelor's degree in IT or Computer Science preferred

Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:

• Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration and Infrastructure Design
• Windows 10 Operating Maximum Salary (US): 88,000 Minimum Salary (US): 54,000