Tier-2 Help Desk Support (Field IT) - WMBJP00002742

Travel Approximately 20% travel to field offices (Eugene, OR, Tri-Cities, Seattle, Eastern Washington, and other regional locations)

Job Description The selected candidate will provide Application and Desktop Support services. This includes troubleshooting for PC, network, phone, printer hardware and software, mobile devices, handhelds. The selected candidate will also participate in technology refresh projects, provides in-person, desk-side and remote support to business users. In addition, the Desktop Support candidate will serve as the initial point of contact for troubleshooting all IT related problems. The ability to communicate effectively and professionally with business users, clients and internal IT support elements is a must.

Role Title Tier-2 Help Desk Support (Field IT)

Location Battle Ground, Washington (field office)

• Candidate must be local and able to work onsite.

Schedule

• Monday–Friday (5 days a week onsite)

Travel

• Approximately 20% travel to regional field offices, including Eugene, Tri-Cities, Seattle, Eastern Washington, and other locations as needed.

Core Responsibilities

• Troubleshoot Windows PCs, networks, iPhones, printers, and field equipment.
• Provide Tier-2 IT support to operations teams.
• Escalate and coordinate issues with enterprise infrastructure and network teams as needed.
• Communicate technical issues clearly to non-technical pipeline operators and operations leadership.
• Perform basic backend/software management tasks and coordinate system changes with the enterprise team.
• Use the ticketing system to manage service requests and provide remote support.

Performance Metrics

• Primary: Customer satisfaction.
• Secondary: Ticket and issue resolution (no heavy KPI tracking; focus is on quality resolution).

Excellent customer service, interpersonal and communication skills Strong prioritization skills Ability to adapt to changing technologies and learn new technologies Bachelors in Information Technology or Associates plus 3-5 years of Experience Experience with ITIL focused ticket management tools. ServiceNow is a plus but not required. Desktop/Laptop Imaging experience Hardware & software Application Maintenance and Support Perform asset management requirements Comply with Williams IT Standard Processes and Procedures Comply with IT Client Services organization and IT security policies Coordinate resolution activities with all involved parties, but serve as the single point of contact for end users Duties as assigned by manager

• Excellent customer service and communication skills with the ability to explain technical concepts in layman's terms.
• Strong troubleshooting skills for: Windows PCs, Basic networking, Mobile devices (iPhone), Printers
• Familiarity with Active Directory, including password resets and account unlocks.
• Introductory understanding of Group Policy and user provisioning to coordinate with enterprise Active Directory administrators.
• Previous field IT support required.
• 5–10 years of relevant experience is acceptable in lieu of a college degree (high school diploma/GED is sufficient).

Technology Requirements MS Office 365, Microsoft Teams, Windows 10, PXE with imaging computers, Edge, Internet Explorer, Active Directory, iPhone support, Citrix, Remote Assistance/ Remote Desktop, HP Desktop/Laptops, Multi-Function printers

Nice to Have

• Oil & Gas/Energy background Highly Preferred