IT Help Desk Technician, Level 1

Level I Help Desk Technician

Rolfson Oil, LLC is a growing fuel supply and logistics company focused on the fueling needs of the oil and natural gas industry. Since 1985, Rolfson Oil has delivered bulk fuel and lubricants to business, agriculture, and the oil field in North Dakota, Texas, New Mexico, Oklahoma, and Wyoming. We are looking for a Level I Help Desk Technician to join our IT team and serve as the first point of contact for our employees across all locations. This is a hands-on role supporting a modern, cloud-first environment built on Microsoft 365, Intune, and Jira.

Benefits and Perks

• Medical, dental, and vision health insurance elections
• Basic life insurance, long term disability insurance, and AD&D insurance provided at no cost
• Supplemental life insurance, short term disability insurance, and accident insurance elections
• 401(k)
• Weekly pay
• 24/7 office support

Responsibilities

• Serve as the first point of contact for employees seeking technical assistance over the phone, by email, and in person
• Perform remote troubleshooting through diagnostic techniques and relevant questions to determine the best solution based on the issue and details provided
• Walk employees through the problem-solving process and escalate unresolved issues to the next level of support
• Record, track, and update tickets, resolutions, and IT assets in Jira
• Administer Microsoft 365 user accounts, including account creation, password resets, license assignment, and group administration
• Administer Exchange Online objects, including distribution lists and shared mailboxes
• Enroll, configure, and manage iOS, macOS, and Windows devices through Intune MDM
• Create and manage QuickBooks user accounts
• Provision and support DialPad VOIP users, devices, and call routing
• Prepare equipment (PCs, phones, tablets, printers) for use by new and current employees, and track all IT assets in Jira
• Troubleshoot PC, iOS, and printer hardware, as well as operating system and software issues
• Pass on feedback and suggestions from employees to the appropriate internal team, and identify opportunities to improve procedures
• Participate in an on-call rotation, including nights and weekends, to provide 24-hour support
• Travel occasionally to Rolfson Oil yards and facilities as assigned
• Other duties and projects as assigned

Requirements

• A+ certification or equivalent hands-on experience
• Hands-on experience administering Microsoft 365 (account creation, password resets, group management, license assignment)
• Hands-on experience administering Exchange (distribution lists and shared mailboxes)
• Strong operating system, hardware (PC, iOS, and printer), and software troubleshooting skills
• Clear written and verbal communication skills
• Strong problem-solving skills and a demonstrated ability to learn new tools quickly
• Detail-oriented with the ability to multitask and prioritize appropriately
• Customer-oriented and even-tempered under pressure
• Ability to lift up to 50 lbs
• Willingness to travel occasionally to remote yards and facilities
• Willingness to participate in a nights/weekends on-call rotation

Preferred Experience

• Direct experience with the tools below is preferred. Experience with comparable platforms (for example, another MDM, ITSM, or VOIP product) will also be considered.
• Intune MDM for iOS, macOS, and Windows device management
• Jira (or a comparable ITSM/ticketing and asset management platform such as ServiceNow, Freshservice, or Zendesk)
• QuickBooks user administration
• DialPad (or a comparable cloud VOIP platform such as RingCentral, Zoom Phone, or 8x8)
• Remote desktop and remote support tools
• Basic networking and structured cabling
• Android device support