Desktop Support Analyst

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The Desktop Support Analyst I provides technical support to employees across multiple Company locations. This position diagnoses and resolves hardware, software, connectivity, and end-user technology issues through in-person, telephone, email, help desk, and remote assistance software. This role installs, configures, maintains, repairs, documents, and supports desktop technology and escalates issues in accordance with established procedures. Success in this position requires strong technical knowledge, effective communication, sound judgement, and responsive customer service.

Job Responsibilities

Include but are not limited to

• Provide timely technical support to employees in person, by telephone, through email, and using approved remote-support tools.
• Diagnose and resolve hardware, software, connectivity, and application issues involving laptops, desktops, peripherals, networks, servers, storage systems, and supported business applications.
• Install, configure, maintain, repair, and replace approved desktop hardware, software, and peripheral equipment.
• Document support requests, troubleshooting steps, resolutions, and escalations in the Company help desk system.
• Monitor and manage assigned help desk requests through resolution, following established service standards and escalation procedures.
• Maintain accurate hardware and software inventory records and assist with software-license tracking.
• Research desktop technologies and provide recommendations for approved products and equipment.
• Participate in the testing, documentation, and implementation of assigned technology projects.
• Assist with desktop hardware lifecycle planning, capacity planning, and future equipment needs.
• Follow Company information-security, data-protection, technology-use, safety, and equipment-handling requirements.
• Provide technical guidance and customer-focused support to employees with varying levels of technical experience.
• Availability for after-hours, weekend, holiday, or on-call support may be required based on business needs.
• Perform other related duties as assigned.

Required Qualifications

• High School Diploma or GED.
• Minimum one (1+) year of IT desktop support experience
• Minimum one (1+) year of experience in Microsoft desktop operating systems including Microsoft Office
• Must possess a valid Drivers License
• Able to meet and maintain the clean driving insurability standard requirements in order to drive a company vehicle, which means a driving record that is clear of any of serious traffic violations within the past three (3) years. (Other driving record requirements may also apply.)
• Must be able to travel occasionally
• Ability to lift 35 pounds occasionally

Preferred Qualifications

• Associate degree in information technology, computer science, or a related field.
• Desktop support experience in the oil and gas industry.
• Experience supporting oil and gas or enterprise applications, such as SAP, P2 Merrick, Peloton WellView, Aries, Petra, Assent, Oildex, ManageEngine, Microsoft SharePoint, Microsoft Intune, TAM, XSPOC, or Ignition.
• Current, job-related information technology certification, such as CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, or another relevant certification.
• Experience with endpoint management, device deployment, inventory management, and remote-support platforms.
• Ability to work effectively in a fast-paced environment with changing priorities and time-sensitive support needs.

Diamondback is an Equal Employment Opportunity Employer. Diamondback provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, veteran or disability status, genetic information, pregnancy, or any other status protected by law. Diamondback participates in E-Verify. Learn more about E-Verify.