Baker Hughes Service Desk Associate (Digital Technology) - The Woodlands, TX in THE WOODLANDS, Texas

About Us:

Baker Hughes, a GE company (NYSE:BHGE) is the world’s first and only fullstream provider of integrated oilfield products, services and digital solutions. Drawing on a storied heritage of invention, BHGE harnesses the passion and experience of its people to enhance productivity across the oil and gas value chain.

BHGE helps its customers acquire, transport and refine hydrocarbons more efficiently, productively and safely, with a smaller environmental footprint and at lower cost per barrel. Backed by the digital industrial strength of GE, the company deploys minds, machines and the cloud to break down silos and reduce waste and risk, applying breakthroughs from other industries to advance its own.

With operations in over 120 countries, the company’s global scale, local know-how and commitment to service infuse over a century of experience with the spirit of a startup – inventing smarter ways to bring energy to the world.

Follow Baker Hughes, a GE company on Twitter @BHGECo, or visit us at BHGE.com.

Role Summary:

Baker Hughes, a GE Company has a current opening for a Service Desk Associate based in The Woodlands, TX.

Essential Responsibilities:

  • Diagnose and troubleshoot technical issues, including account setup and network configuration

  • Diagnose and troubleshoot software and hardware problems and help our employees install applications and programs. Identify solutions to software and hardware issues

  • Ask customers targeted questions to quickly understand the root of the problem

  • Own issues through resolution within agreed time limits, or to the point of escalation

  • Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.

  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. You will use email, text and chat applications to give clients quick answers to simple IT issues.

  • For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or provide clear, written instructions and technical manuals.

  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

  • Provide prompt and accurate feedback to customers

  • Refer to internal database or external resources to provide accurate tech solutions

  • Ensure all issues and outcomes are properly logged within the ticket management system

  • Prioritize and manage several open issues at one time

  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting

  • Document technical knowledge in the form of notes and manuals

  • Maintain positive relationships with clients

Qualifications/Requirements:

  • High school or technical school diploma required

  • 0-2 years, including internships, in work experience in Technical Support, Desktop Support, IT Help Desk Technician or similar role

Desired Characteristics:

  • Degree in a relevant field, like Computer Science, IT or Software Engineering is desired

  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

  • Hands-on experience with Windows/Linux/Mac OS environments desired

  • Good understanding of computer systems, mobile devices, SKYPE and other tech products

  • Ability to diagnose and troubleshoot basic technical issues

  • Tech savvy with familiarity in remote desktop applications and help desk software (e.g. Zendesk, BOLD 360, etc.)

Locations:

The Woodlands, TX

Baker Hughes, a GE company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Learn more at https://www.eeoc.gov/employers/upload/posterscreenreader_optimized.pdf

Job: Digital Technology

Title: Service Desk Associate (Digital Technology) - The Woodlands, TX

Location: Texas-THE WOODLANDS

Requisition ID: 1810289