The Help Desk Support I position is responsible for supporting and resolving routine troubleshooting inquiries and service needs. This position is responsible for handling level 1 ticketing issues and escalating issues to senior team members as necessary.
ResponsibilitiesServes as the primary point of contact for client assistance, resolves basic end-user PC support, server, and hardware inquiries by applying standard procedures, including ensuring compliance with applicable regulations
Performs help desk duties in a call center environment with a strong end-user focus
Documents steps taken for resolving routine requests, keeps customer history up to date using appropriate documentation methods
Maintains composure and a professional manner at all times, including in stressful situations with clients; understands when to escalate customer concerns to the next level
Works directly with clients to troubleshoot and ask effective questions to fully diagnose the root cause of a problem
On call rotation, able to work a rotating weekend shift. Night shift maybe required in accordance with staffing needs
Performs additional duties as required
MINIMUM QUALIFICATIONS
- Typical candidates will possess 2+ years of relevant experience in a technical customer service role
- Possesses working knowledge of standard end user hardware and software and is able to address most issues by following established procedures
- Proven ability to work within a team environment as well as independently, multi-task and adapt to frequent change
- Proven customer service skills
- Strong oral and written communication skills
PREFERRED QUALIFICATIONS
- Associates degree or two years of hands-on technical experience in a technology help desk role
- A+ Certification
- Microsoft Technology Associate
- Knowledge of satellite technology (broadband communication) comprised of satellites, hubs and remote site equipment
BEHAVIORAL COMPETENCIES
- Accountability - Level One
- Excellence - Level One
- Innovation - Level One
- Safety - Level One
- Teamwork & Collaboration - Level One
- Communication - Level One
- Process & Analytic Ability - Level One
- Learning Agility - Level One
TECHNICAL COMPETENCIES
- Help Desk - Level One
- Technical Trouble Shooting - Level One
- Network Operations - Level One
- Hardware Installation and Support - Level One
- Software Installation and Support - Level One
PHYSICAL REQUIREMENTS / WORKING CONDITIONS
- Office environment
- While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand, walk and use hands. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision and distance vision
Skills Required
- 2+ years of relevant experience in a technical customer service role
- Working knowledge of standard end-user hardware and software
- Ability to resolve issues by following established procedures
- Ability to work independently and within a team environment
- Ability to multitask and adapt to frequent change
- Proven customer service skills
- Strong oral and written communication skills
- Associate degree or two years of hands-on technical experience in a technology help desk role
- A+ Certification
- Microsoft Technology Associate certification
- Knowledge of satellite broadband communications, hubs, and remote site equipment
- Ability to work rotating weekend shifts and potentially night shifts
What We Do
Nabors Industries is a leading provider of advanced technology for the energy industry. With operations in approximately 20 countries, Nabors has established a global network of people, technology and equipment to deploy solutions that deliver safe, efficient and responsible energy production. By leveraging its core competencies, particularly in drilling, engineering, automation, data science and manufacturing, Nabors aims to innovate the future of energy and enable the transition to a lower carbon world. Nabors owns and operates one of the world’s largest land-based drilling rig fleet and is a provider of offshore drilling rigs in the United States and multiple international markets. Nabors also provides directional drilling services, performance tools and innovative technologies for its own rig fleet and those of third parties. Utilizing its advanced drilling automation capabilities, Nabors’ highly skilled workforce continues to set new standards for operational excellence and transform our industry.
