Job Title:
IT Support Specialist (Tier II / Tier III)
Summary Description:
Our client is seeking a skilled and self-motivated IT Support Specialist (Tier II/Tier III) to join our small, collaborative IT team as one of two Help Desk employees. Based out of our corporate office in Carencro, LA., this critical role focuses on advanced troubleshooting, application management, and support for our water hauling operations, including driver tablets and mechanic programs. The ideal candidate is a proactive self-starter with strong problem-solving abilities, capable of independently resolving 95% of issues while escalating the remainder to third-party support as needed. You will manage your own tickets in Halo ITSM, provide training and escalation support to the Help Desk I position, and collaborate with our networking team, systems administrator, field IT resources, and developer. In our lean team environment, all calls and tickets will be shared to ensure comprehensive coverage and knowledge transfer. The role includes a biweekly on-call rotation to address critical issues outside of regular work hours.
General Benefits:
•Competitive salary based on experience.
•Comprehensive benefits package including health insurance, 401(k) matching, and paid time off.
•Opportunities for professional growth in a supportive, innovative company.
•Company-provided tools and ongoing training.
Essential Duties:
•Manage and resolve Tier II/Tier III IT tickets using the Halo ITSM ticketing system, prioritizing based on urgency, documenting solutions thoroughly, and communicating updates via Microsoft Teams.
•Provide advanced support for applications including DocuWare (document management) and Intune (device management), including configuration, troubleshooting, and user training, with a strong emphasis on leveraging Intune MDM for mobile device management.
•Manage email distribution lists, file management, and Active Directory (AD) administration tasks, such as user account management, group policies, and permissions.
•Troubleshoot and support specialized hardware and software, including driver tablets for water hauling operations, mechanic programs, desktops, laptops, mobile devices, printers, and VoIP systems.
•Offer training and escalation support to the Help Desk I position, mentoring on advanced resolutions and best practices.
•Collaborate with the networking team for connectivity issues (without performing network programming), systems administrator for server-related tasks, field IT for on-site support, and developer for custom application integrations.
•Independently diagnose and resolve complex hardware, software, and connectivity issues across Windows OS, Microsoft Office 365, remote desktop tools, and industry-specific tools, escalating only 5% of cases to third-party vendors.
•Apply knowledge of best security practices to maintain secure systems and respond effectively to security events (e.g., unauthorized access attempts, malware incidents), escalating advanced incidents to the Security team or third-party support.
•Perform routine maintenance, including system updates, backups, inventory tracking, and data cleanup (e.g., organizing records, removing redundancies) to improve efficiency.
•Assist with IT audits, compliance checks, and process improvements, sharing all calls and tickets within the team to foster collective knowledge.
•Participate in a biweekly on-call rotation to provide after-hours support for urgent issues and contribute to documentation of IT procedures and knowledge base articles.
*The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the Company.
Education: High School Diploma or Equivalent
Required Experience / Qualifications:
•3+ years of experience in Tier II/Tier III IT support roles, preferably in a small team environment within the oil and gas industry or similar, related to water hauling, trucking, or other energy services.
•Proven expertise in application management, including DocuWare and Intune, with hands-on experience in configuration, troubleshooting, and user support.
•Proficiency with IT ticketing system, Microsoft Teams, and documentation tools for tracking resolutions and creating knowledge base entries.
•Experience supporting mobile devices (e.g., driver tablets), industry-specific software (e.g., mechanic programs), email distribution, and file management systems.
•Excellent troubleshooting skills across:
o Hardware (desktops, laptops, peripherals, mobile devices).
o Software (Windows OS, Microsoft Office 365, intune, Docuware).
o Networking basics (TCP/IP, VLANs, Wi-Fi troubleshooting, diagnosing connectivity issues).
•Knowledge of best security practices (e.g., secure configuration, access controls) and ability to respond to security events (e.g., unauthorized access attempts, malware incidents).
•Self-starter with strong prioritization, time-management, and independent problem-solving abilities to handle dynamic workloads and resolve 95% of issues without escalation.
•Excellent communication skills to explain technical solutions to non-technical users, provide training, and collaborate across teams.
•Ability to work in a shared environment where all tickets and calls are visible and discussed team-wide.
•Availability for a biweekly on-call rotation to address critical after-hours issues.(Current volume is low)
Preferred Experience/Qualifications:
•Strong proficiency with Intune MDM for managing mobile devices, policies, and security configurations.
•Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Azure Administrator Associate.
•Strong Active Directory (AD) management skills, including user/group administration, permissions, and basic scripting.
•Experience with surveillance systems (e.g., IP cameras) or industrial IoT devices in trucking or water hauling contexts.
•Familiarity with process improvement, and data cleanup
•Knowledge of energy services or water hauling industry challenges (e.g., ruggedized equipment, fleet tracking, mobile operations).
Reports to:
IT Manager
Salary: $65-$85K