Service Desk Specialist

$76,500 - $94,500/Yr

Sm Energy Company - Denver, CO

Full-time - Entry Level

Denver, CO

Oil and Gas Extraction

About the position

The Service Desk Specialist at SM Energy Company is responsible for providing first and second tier support for IT-related issues, ensuring high levels of customer service and effective communication with end-users. This role involves managing user accounts and permissions, supporting technology services, and collaborating with various teams to resolve issues and restore services. The position also includes administrative tasks related to Identity and Access Management (IAM).

Responsibilities

• Answer first tier and escalated second tier support calls for IT-related issues.
• Perform analytical, technical, and administrative work in support of technology services.
• Coordinate with business users to resolve issues and restore technology services.
• Manage user accounts, permissions, and access rights to ensure secure access to systems and data.
• Set up new user accounts, modify existing accounts, and deactivate accounts as necessary.
• Ensure compliance with security policies and procedures related to IAM.
• Maintain high level of customer service as defined by IT Leadership.
• Monitor and maintain awareness of incoming requests for end-user support.
• Investigate and provide support for all incoming requests from end-users.
• Document troubleshooting and investigative activities thoroughly.
• Collaborate with the team to respond to incoming support requests within defined Service Level Targets.
• Identify potential system-wide issues and escalate appropriately.
• Coordinate communication on major issues between the Service Desk, Infrastructure, Applications Teams, and the End-user.
• Provide administrative and technical support to the Infrastructure and Applications teams on projects and outages.
• Actively pursue learning opportunities to expand knowledge of supported systems.
• Provide end-user training as it pertains to supported hardware and software.
• Provide guidance to other IT Specialists on handling and documentation of support requests.
• Maintain relationships with end-users to provide effective support.
• Work with end-users to provide appropriate IT business solutions to qualifying business needs.
• Be available for on-call rotation for after-hours user support.
• Communicate effectively across all levels of the organization.

Requirements

• Bachelor's degree or Associate's degree in a related field preferred.
• 0-2 years of work experience in a similar role.
• Strong communication skills, both written and verbal.
• Experience with Identity and Access Management (IAM).
• Ability to manage user accounts and permissions.

Nice-to-haves

• Experience in a hybrid work environment.
• Familiarity with cybersecurity practices and risk identification.

Benefits

• Health insurance
• Retirement plan
• Variable pay
• Time off and leave programs
• Training and development opportunities