Description
Position Summary
The Help Desk Analyst provides support on a variety of issues by responding to telephone calls, emails, help desk system tickets and verbal requests for first tier computer, applications, or hardware related technical support. The role will provide exceptional customer service to remote home users, international staff augmentation teams, field office users, and corporate office users. This position reports to the Vice President of Information and Technology.
Key Responsibilities
- Provide front line support for all laptop, desktop, phone, printer, copier, and other business provided technology solutions
- Troubleshoot and resolve issues and needs in a Windows 11, Office 365 environment
- Troubleshoot and resolve issues within the Azure Virtual Windows Desktops for remote employees.
- Serve internal staff with timely, friendly, quality IT support
- Offer personal computer troubleshooting and defined resolution support
- Prioritize and analyze customer's requests
- Assign help desk cases to the appropriate support group as defined by IT management
- Follow up with support staff and business users to ensure timely and satisfactory issue resolution
- Log and track all calls, emails or verbal requests using the help desk software management tool therefore maintaining historical reports on requests and issues
- Perform application software maintenance duties; install and test software application patches and upgrades according to the change management process
- Maintain and periodically audit an inventory of the company’s information technology assets
- Conduct training and develop training content and job aids for employees and staff augmentation team members
- Provide Executive support for meetings, conference rooms, and remote dial-in
- Prepare technical reports, correspondence, and other documents; provide general administrative support that may include maintaining records
- Available 24/7 for critical system related problems that may arise
- Perform other IT support functions as assigned
Requirements
Qualifications
- Minimum of 5 years of professional hands-on experience doing Windows desktop operating system configuration, deployment, troubleshooting and administration
- Bachelor's degree and Windows certification preferred or equivalent experience
- Experience troubleshooting and independently resolving moderately complex PC hardware and software problems
- Ability to write business correspondence, knowledgebase articles and training materials
- Advanced knowledge of all MS Office applications to include but not limited to: Outlook, Word, Excel, Access, and PowerPoint
- A motivated self-starter who can work independently and in teams on tasks and projects with limited supervision
- Ability to communicate effectively across organizational lines addressing both technical and non-technical audiences at a variety of organizational levels
- Attention to detail and a rigorous focus on delivering quality output
- Ability to work in a fast-paced organization and multi-task
- Strong customer service attitude and focus
Working Conditions and Physical Requirements
- Job is classified as light physical work in an office setting involving sitting, with intermittent periods of stooping, walking and standing.
- Occasionally may be required to lift, carry, push or pull 10-25 pounds.
Skills Required
- Minimum five years of hands-on experience configuring, deploying, troubleshooting, and administering Windows desktop operating systems
- Experience troubleshooting and independently resolving moderately complex PC hardware and software problems
- Advanced knowledge of Microsoft Office applications, including Outlook, Word, Excel, Access, and PowerPoint
- Ability to write business correspondence, knowledge base articles, and training materials
- Ability to work independently and in teams with limited supervision
- Effective communication with technical and non-technical audiences across organizational levels
- Strong customer service orientation
- Attention to detail and focus on quality output
- Ability to work in a fast-paced environment and multitask
- Bachelor's degree
- Windows certification
What We Do
TG Natural Resources is a leading private natural gas producer in the Lower 48, primarily focused on the development and production of reserves from the Haynesville and Cotton Valley formations in East Texas and North Louisiana. The company acts as a consolidator of natural gas exploration and production (E&P) assets in the Ark-La-Tex region through strategic acquisitions to generate strong returns for its shareholders.
