Overnight Service Desk Technician, Principal

4 days ago

Tulsa, United States Helmerich & Payne Full time

At H&P, our people are our strength.

Since 1920, Helmerich and Payne has been the industry's most trusted partner in drilling productivity and reliability. As the world changes, so does our approach. We are changing the landscape of drilling by using cutting-edge rig technologies and drilling solutions to build upon a century of success, all while continuing to deliver better outcomes for our customers.

At H&P, our people are our strength. We strive to continually lead with our Core Values that enable employees to develop on their H&P Journey. We believe that doing the right thing means creating a more diverse, equitable, and inclusive workplace that empowers our people to bring their authentic selves to work every day.

Some companies offer career paths. We offer a Journey of a Lifetime. Let's go far, together.

Hear directly from our employees, and leaders about their unique journeys at Helmerich and Payne.

At a Glance:

Are you hungry and ready for the next step in your drilling career? H&P's Information Technology team presents the perfect opportunity for growth and career advancement on your H&P Journey.

The IT Service Desk Lead is responsible for overseeing and monitoring the Service Desk team during their shift while also being available to jump in and resolve issues when necessary. The H&P Service Desk is the "face of IT', and this role is responsible for being the first point of escalation when required and tracking daily metrics to ensure customer satisfaction levels are being met.

Day, night, and weekend shifts available.

Location: Tulsa, OK
Work Type: Onsite

Shift Schedule : Weekend overnight shift

#LI-Onsite

What you will do:

  • Oversee and monitor the incident and request resolution process from initial call to final resolution
  • Manage ticket assignment to ensure appropriate personnel and group support for solutions to be created within the defined Service Desk standards; Alert Service Desk Manager if support levels fall below established levels
  • Monitor outstanding ServiceNow Tickets and engage other technical teams as needed
  • Generate and produce reports on Service Desk activity (daily, weekly, monthly) in areas of response time, completion time, first call resolution, tickets closed by each specialist, and any other statistics requested by management; generate and maintain relevant reports from ServiceNow
  • Provide answers and solutions to IT related questions and problems through phone calls, email response, chat, and self-service requests
  • Support software ranging from Windows OS, O365 applications, browser support and internal H&P applications
  • Resolve all problems that specialist has knowledge and access to resolve with focus being on first-call resolution; If unable to resolve, maintain ownership and provides status updates to the user while following up with 2nd level support team until resolution.
  • Create documentation and knowledge-base articles for issues in which documentation doesn't already exist and reviews existing documentation to ensure documents are still up to date.
  • Collaborate with the necessary stakeholders and teams to meet department and H&P Objectives
  • Demonstrate The H&P Way by connecting people to our purpose and leading through our Core Values: Actively CARE, Service Attitude, Innovative Spirit, Teamwork, and Do The Right Thing
What you need:
  • High School Diploma or GED Equivalent
  • 8+ years of IT and/or closely related experience
  • 2+ years of IT transactional management in a Service Desk role
  • Experience with an industry standard ticketing systems
  • Proven problem solving, conceptual thinking, and analytical abilities
  • Reporting and managing Key Performance Indicators (KPI's) and Service Level Agreements (SLA's)
  • Demonstrated passion for excellence and for providing unparalleled service to all levels of end-users including executives and field personnel and delivering solutions to meet their needs
  • Ability and willingness to be an escalation point for the Service Desk team when additional help is needed
  • Must be able to work weekend overnight shift hours from 6:30 pm to 7:00 am
Not a must, but a plus:
  • Experience with ServiceNow ticketing system and reporting
  • Experience working in collaboration with managed service providers to accomplish projects
  • Experience recognizing, communicating, and managing critical outages while escalating concerns when necessary
  • Excellent communication skills - both verbal and written
  • Excellent interpersonal and collaboration skills, strong customer service skills
  • Ability to troubleshoot and problem solve while simultaneously communicating with customers
  • Ability to establish and maintain cooperative working relationships
  • Experience producing data reports and writing technical documentation
What we offer:

At H&P, our commitment to our people is at the forefront, and that includes benefits that provide employees a sense of health and financial security. We know that life continues outside of employment and actively caring of our people is our priority.
  • Comprehensive medical, dental, vision, and life insurance
  • Flexible Spending or Health Savings Accounts
  • 401k match
  • Paid Leave Plans
  • Parental & Adoption Benefits
  • Disability Coverage
  • Employee Assistance Program
  • Educational Assistance
  • Learning & Development Opportunities
  • Flex-scheduling available for qualifying positions to achieve work-life integration


H&P is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Thank you for your interest in joining our team

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