IT Support Technician

IT Support Technician (Tier I/II)
Location: Malvern
Job Type: Full-time
Schedule: 40 hours per week (Monday–Friday) + on-call rotation after training

Position Summary:

Pioneer Production Services is hiring an IT Support Technician who will be primarily responsible for providing first-line Tier I/II end user support to our field and production offices. In this user-facing role, you will be troubleshooting and resolving a variety of technical issues related to hardware, software, and Windows operating systems as our local resource.

In our fast-paced environment, the ideal candidate will have strong technical problem-solving abilities, a customer-focused mindset, outstanding communication skills, and possess a high level of curiosity and willingness to learn from a diverse group of professionals within the oil and gas industry. Must possess a friendly, positive, and professional attitude.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Provide Tier I/II technical support to end users by identifying, analyzing, and resolving hardware and software issues efficiently, including swapping out laptops and iPhones

· Take ownership of the entire IT support lifecycle as it relates to Tier I/II issues and tasks

· Identify, redirect, and escalate higher Tier support issues when applicable

· Maintain the IT inventory as it relates to assets located within your area of responsibility

· Configure/reconfigure and prepare workstations and iPhones/iPads for deployment

· Drilling rig and fracking visits; assist in the rig down/rig up of IT equipment

· Assist with end user onboarding/offboarding procedures

· Deploy and decommission end user workstations in compliance with the defined IT Equipment Lifecycle policy

· Maintain current knowledge of technology trends related to hardware, operating systems, and software solutions

· Maintain the health and security of end user computing equipment by reviewing, testing, and deploying software, operating system, and firmware updates

· Provide feedback to management on improvements for processes and programs which may not be optimal

· Assist with the management and maintenance of Active Directory users, security groups, and computer objects

COMPETENCIES:

· Problem Solving: Exercise excellent diagnostic and troubleshooting capabilities; anticipate issues before they become critical

· Knowledge: Absorb and assimilate relevant information quickly in a changing environment

· Time Management: Effectively prioritize workloads and meet deadlines

· Communication: Clearly convey technical information to users of varying skill levels

· Safety and Security: Follow safety procedures and report unsafe conditions

· Integrity: Maintain confidentiality with sensitive data and systems

QUALIFICATIONS:

· Strong verbal and written communication skills

· Exceptional attention to detail

· Demonstrates composure under pressure

· Ability to work in a fast-paced, collaborative environment

· Ability to travel as needed to remote job sites

· Must have a valid driver’s license

· Ability to work weekends and/or after hours when business needs arise

KNOWLEDGE AND SKILLS:

Advanced Knowledge of:
· Microsoft Office 365 Suite
· Windows 11 Operating Systems

Intermediate Knowledge of:
· Networking fundamentals and concepts
· Audio/Visual systems
· Virtualization fundamentals
· Network and information systems security concepts
· Virtual Private Networks (VPNs)
· Wireless networks
· Physical access control systems
· Active Directory, DNS, DHCP

EDUCATION AND/OR EXPERIENCE:

· Associate’s Degree in Computer Information Systems or related field OR
· 3+ years of progressive Tier I/II IT support experience in a corporate environment (oil & gas preferred)

CERTIFICATIONS (Preferred):

· CompTIA A+
· CompTIA Security+
· Microsoft MTA Operating Systems Fundamentals

PHYSICAL DEMANDS:

· Ability to lift and/or move up to 50 pounds

· Sufficient dexterity to assemble/repair computer hardware and peripherals

· Ability to sit or stand for extended periods

WORK ENVIRONMENT:

· Work sites vary with noise levels and temperatures (office and field environments)

· Travel between oil field sites may be required (up to ~2 hours apart)

· Some locations require off-highway travel

· Safety training and strict protocol adherence required at certain sites

· Drug-free workplace with zero-tolerance policy and random screenings

· This position will primarily support the Malvern office

Pioneer Production Services, Inc. provides equal opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type protected by federal, state or local laws.