IT Support Analyst

Overview
The IT Support Analyst provides day-to-day first-level support to all company employees requesting assistance from the IT Services division. Analysts support users with problems relating to basic hardware, software, and user account issues as defined, and redistribute specialized or advanced requests to appropriate service desk or network operations team members. The IT Support Analyst continually provides a repeatable and dependable process for all users to follow in establishing an IT service desk support request.
MFA Oil Company is an Equal Opportunity/Drug-Free Employer.

Responsibilities

Monitor, answer, and respond to any company-wide IT service desk requests received by phone, e-mail, via the online ticketing system, or in person at the physical service desk location
Perform basic information gathering and troubleshooting for incoming service desk calls according to documented support desk policy
Create electronic support tickets for all new end-user requests according to documented policies and procedures
Direct and escalate 2nd and 3rd tier support requests to appropriate ITS personnel as required
Contact users to follow up on all open issues according to follow-up schedule policy
Troubleshoot basic MS Office, Email, User Account, and Printing issues for both local and remote users
Answer basic inquiries related to existing ITS department policies and procedures
Configure and deploy company issued mobile devices

Travel to remote field locations to perform emergency installations, maintenance and to provide urgent assistance for systems functionality.

All MFA Oil employees are expected to know and adhere to company and position specific policies and procedures. While this job description contains the primary duties of the position, employees may be expected to perform other duties as assigned.

Job Requirements

High school diploma or equivalent
One year of experience or education in information technology
Experience with desktop and server operating systems including Windows and Microsoft Office Suite products
Knowledge of basic computer hardware, including Laptops, Desktops, Tablets, & Smartphones
Experience in troubleshooting, diagnosing problems involving software and/or hardware
Oral and written communication skills
Strong customer service skills, including displaying patience with others and a track record in developing good working relationships, while persistent in the pursuit of the goals/objectives
Ability to maintain the confidentiality of sensitive information
High attention to detail and accuracy
Ability to accept and embrace accountability and work effectively in a strong team environment
Ability to work varied hours when needed
Ability to move and position self to move equipment and supplies, including lifting up to 40 pounds
Availability for on-call rotation for emergency overtime when the need arises by responding to overtime call outs before and after standard scheduled hours of work
Occasional overnight travel related to training
Ability to speak, read, write, and understand the English language to communicate with customers, coworkers, and supervisors
Ability to meet company requirements including successful pre-employment drug screening and criminal background check
Legal authorization to work in the United States

Preferred Skills

Associate or bachelor’s degree in a computer science or technology related field
One Certification/Coursework in any CompTIA path, Microsoft, or CISCO highly desirable
Experience in communicating effectively on a departmental and cross-departmental basis
Excellent analytical skills including the ability to think outside the box and research solutions to difficult problems
Ability to work and keep on schedule with minimal supervision
Ability to meet work at a fast pace and deadlines with a high degree of time management skills
Ability to grasp new concepts quickly
Ability to work well with others
Ability to set priorities and goals and develop plans for achieving them