Customer Support Professional

Location: 

Carlsbad, NM, US

Category:  Information Technology

Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.

For more information on Equal Employment Opportunity, please follow these links:
EEO is the Law

EEO is the Law Supplement
Pay Transparency Provision

 

BASIC ACCOUNTABILITY
This professional will perform tech support for all employees reporting to or visiting the surrounding Devon Energy offices. Responsible for managing and supporting all company issued tech to workers in the office including iPhones, iPads, desk phones and computers. Will support software, local networking, telephones, AV and Printers by reporting issues and troubleshooting locally as necessary with the main support teams in Oklahoma City. Work items and tasks will be recorded, assigned, and tracked via a ticketing system. Candidates should have strengths in customer service, communication, time management, and organization. Presentation and communication styles should reflect a corporate environment. Candidates should be able to successfully track and deliver on multiple priorities in a fast-paced environment.

 

EDUCATION
Associates degree in computer related field or equivalent training required

 

EXPERIENCE

  • Minimum of 2-4 years’ relevant experience (Required)
  • Exercises moderate independent judgment with high level direction from supervisor or team lead skills
  • Verbal and written communication skills, problem solving skills, customer service and interpersonal skills (Required)
  • Basic ability to work independently and manage one’s time (Required) 
  • Basic knowledge of iPhones, iPads and computer hardware (Required)
  • •Knowledge of 0365 Tools (Microsoft Teams, SharePoint, OneDrive, Office), service management software (ServiceNow preferred), operating system software and internet directory services software (Required)
  • Experience working in ServiceNow OR similar ITSM ticketing tool (Required)
  • Experience working with Apple Business Manager and an MDM (Preferred)

 

JOB RESPONSIBILITIES

  • Provide technical support to drilling, operators, engineers, and other local area team members remotely from the office and in-person in the office or on-site
  • Travel to drilling rigs and doghouses in the field as required for support and proactively maintenance equipment
  • Log tickets support work completed on behalf of customers
  • Provision and de-provision IT assets for employees
  • Analyze information provided by customers and utilize resources given to determine, recommend and execute best next steps for resolution in a timely manner
  • Read technical manuals, confer with users, and or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
  • Update knowledge articles and personal skills to keep up with rapid advancements in computer technology
  • Test hardware and support peripherals to ensure that they meet specifications and requirements
  • Monitor functionality of equipment and make necessary modifications to ensure the system operates properly
  • Manage IT stockroom and all local IT equipment information within asset management database
  • Driving travel required as needed to surrounding location field offices and drilling rigs

 

Devon Energy is committed to ensuring equal employment opportunity, including providing reasonable accommodations to individuals with a disability. Applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process may contact the Devon Talent Acquisition Team at Diversity@dvn.com


Nearest Major Market: Albuquerque

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