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IT Helpdesk Support, 24053

Location , TX
Date Posted May 16, 2018
Category Voice and Data
Job Type Full-Time


Job Description

Resolves moderate to complex end-user calls and installs, modifies, and repairs desktop and laptop computer hardware and software systems under general supervision.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES: (functions considered essential as defined by ADA)
" Provides Tier 1 support primarily, and as-needed Tier 2 support as back up
" Receives and responds to user requests, providing users with technical support and resolving routine problems concerning information and voice systems related issues and other information
" Receives and coordinates, as needed, all levels of technical questions from users
" Documents all user requests and enters status data from user calls into the Help Desk application; writes regular reports
" Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
" Installs software, hardware, and peripheral components
" Pushes packages for quick install of all applications
" Maintains desktop hardware and peripherals inventory within the asset management system
" Maintains physical security and logical security accounts for assigned systems
" Monitors and resolves entry-level issues relating to servers, systems, network, and security
" Performs entry-level remedial actions to correct problems
Writes clear, concise, and accurate procedural documentation
Provides basic training to users on new company-provided product releases and new products
Relocates technical equipment to and from an assigned location
Provides technical support for multiple international locations and is apprised to different technical standards in different countries

Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.

A minimum of two years of helpdesk or desktop technician experience is required.

A minimum of a High School Diploma or equivalent is required.

Intermediate-level computer skills, decision-making, analytical, problem solving and interpersonal skills. Intermediate reading and writing skills, basic reading skills, the ability to perform basic mathematical calculations, and excellent interpersonal skills with the ability to effectively communicate with others, both written and verbal communication. Will be required to obtain the following certifications in prescribed time frame from the effective date of assignment: A+ in 6 months; MCP in 12 months.

Special training in A+ and Network + or MCDST, MCP, and HDI are preferred. Ability to provide technical support in French is also preferred.


Office based with up to 30% travel by land or air is required. Petroleum refinery and driver based environment, including but not limited to chemicals, pressure vessels, tanks, rotating equipment, exposure to risk of electrical shock, and working in confined spaces. From time to time, required to work long hours which may include nights, weekends, holidays for regularly scheduled maintenance and emergency work and support as well as on-call availability. Subject to all weather and varying road conditions.

Job conditions require standing, walking, sitting, twisting, stooping, crouching, kneeling, lifting and/or carrying up to 50 lbs, pushing and/or pulling up to 50 lbs, climbing up to 15 ft, talking or hearing, making visual inspections, making precise hand and finger movements, reaching or grasping, ability to operate and drive all assigned company vehicles at company standard insurance rates is essential, valid State driver s license and proof of insurance, perceiving color differences, ability to wear personal protective equipment and a respirator during emergency situations as needed (beards not permitted).

Our primary values at HollyFrontier are: We put health and safety first; We care about the environment.
All HollyFrontier employees are expected to work safely every day and be safety & environmental leaders. This includes active participation in the following:
" Stops and/or reports any unsafe work or conditions
" Follows safety & environmental policies and procedures
" Supports safety & environmental goals and initiatives
" Participates in safety & environmental meetings, training, emergency drills and hazard recognition programs
" Reports all accidents, injuries and near misses, and participates in associated investigations
" Participates in industrial hygiene, medical surveillance and behavior based safety programs

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