Onsite Support Analyst

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Job Information
Schlumberger
Onsite Support Analyst
in
Rancho Cucamonga
California
Onsite Support Analyst
Rancho Cucamonga - United States
Job Summary:
This role is part of the onsite IT support team working on resolving support incidents assigned to the onsite support queue, projects assigned to the onsite IT support team, creating and maintaining documentation related to this role and other related tasks, as required. Individuals should have experience with desktop support activities and IT infrastructure. Support will focus on tasks that are resolvable remotely.
Candidate will report to “IT Manager” – sub-GU or “Onsite Support Coordinator.”
Roles and Responsibilities:
Provide second-line investigation and diagnosis
Resolve and close incidents and service requests as per help desk procedures and allocated timelines
Escalate unresolved incidents and service requests within agreed timescales
Log incident and service request details per help desk procedures
Communicate with customer regarding incident progress
Ensure tickets are always updated until issues are resolved
Conduct customer satisfaction callbacks and surveys
Complete GET IT training for On-Site Support Analysts
Comply with Quality, Health, Safety and Environment policies and IT policies
Liaise with customers, other IT support groups and third-party providers when necessary
Perform staging of PCs (Requires use of SRSS and/or AutoPilot)
Maintain Global Asset Management database with updates related to the assigned hardware
Perform hardware and software maintenance and support
Participate in IT team events, follow up on objectives, and key performance objectives
Troubleshoot and resolve PC incidents and VIP requests
Liaise with third-party suppliers for hardware repair
Liaise with SISC on IT security issues and virus elimination
Liaise with Server Team when server maintenance is required
Participate in GeoMarket projects to accomplish common objectives
Participate as a key person in IT Domain structure
Supervise suppliers to perform maintenance, IMAC of IT equipment
Technology
Windows operating system(s)
Microsoft Office 365, including SharePoint, Power BI
Remedy and ESM ITSM
Good to Have Skills
Experienced in remote troubleshooting without guided scripts to follow
Excellent communication skills, verbal and written
Proven performance results with tight deadlines
Business
Collaborates with IT Management to ensure support methods are documented and up to date
Collaborates with IT support team members from various disciplines to identify and resolve incidents efficiently
Engage with internal customers to provide efficient support and ensure business continuity
Qualifications and Requirements
Essential qualifications
Bachelor’s degree preferred.
2 to 3 years' experience in desktop support or related IT field
Effective verbal and written communication skills
Ability to identify and resolve issues independently
Other skills and abilities
Networking knowledge and/or experience
Microsoft Power Platform a plus
About SLB:
SLB is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran or military status, pregnancy (including pregnancy, childbirth, and related medical conditions), marital status, or other characteristics protected by law. We are an “Equal Opportunity Employer. For more information regarding your rights, refer to the latest version of the EEO is the Law poster, the EEO is the Law-Supplement poster, and the Pay Transparency Nondiscrimination Provision located here: ****We will endeavor to make a reasonable accommodation / modification to the known physical or mental limitations of a qualified applicant with a disability to assist in the hiring process, unless the accommodation would impose an undue hardship on the operation of our business, in accordance with applicable federal, state, and local law. If you believe you require such assistance to complete this form or to participate in the interview process, please contact **** to request assistance. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to.
We are committed to a culture where everyone feels like they belong. To learn more about our diversity, equity, inclusion commitments, please visit our Diversity & Inclusion | SLB (slb.com) for more information.
SLB is a VEVRAA Federal Contractor- priority referral Protected Veterans requested.

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