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Tech Support Analyst I - Tulsa Oklahoma
Company: CAP Tulsa Location: Tulsa, Oklahoma
Posted On: 05/05/2024
Position: Tech Support Analyst I Location: Legacy Plaza, Tulsa, OK Job Id: 677 # of Openings: 1 Job Summary: Position is responsible for providing user support and customer service on company-supported computer systems, software, and hardware. Duties include responding to requests for technical support, resolving routine problems, assigning and escalating issues to resolve user problems, reporting on issue status and metrics, and ensuring timely resolution of issues. Maintains strong working relationships with the Information Technology team and with other teams within CAP Tulsa to successfully execute job duties. Makes non-routine choices within established precedent, considering objectives, under limited supervision. Performs intermediate troubleshooting or analysis; problems require interpretation of data using generally prescribed procedures. Frequent interaction to provide basic information and/or occasional interaction requiring detailed procedural explanations or technical responses. Responsibilities/Essential Functions: - Respond to telephone, email, walk-up, and online requests for technical support. Provide remote and in-person support to end users for basic computer, application, system, device, access, and hardware issues
- Troubleshoot, diagnose, identify, research, and resolve routine problems. Prioritize and manage several open
- issues at one time. Triage, prioritize, and assign issues as they arise
- Ensure appropriate and timely resolution of issues and meeting of needs. Properly escalate issues to appropriate parties. Document, track, and monitor support issues using applicable systems and tools
- Obtain and document supplemental issue information necessary for issue analysis and resolution. Coordinate with other teams or departments to resolve user problems. Report on issues' status, resolutions, and aggregated metrics. Provide appropriate and accurate feedback to clients
- Document incidents' and underlying problems' resolutions in end-user knowledge store. Develop and maintain desktop support procedures
- Securely and appropriately provision physical and virtual security privileges.
- Notify end users of service degradations, outages, and their progress
- Adhere to and enforce IT policies and procedures
- Perform other duties as required
Required Education/Experience - Associate's degree from an accredited college/university
- One year of related work experience. Will consider an additional two years of experience in lieu of the degree
- Proficiency (intermediate skill level) with MS Office application.
Knowledge/Skills/Abilities |
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