Remote

Tech Support Analyst I

CAP Tulsa

remote work

United States, Oklahoma, Tulsa

April 24, 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

Intermediate level skills in the following applications: MS Excel, Outlook, Word, PowerPoint
Good written and oral communication skills. Able to read, interpret, and present information effectively
Organized and detail-oriented with solid time management skills; able to balance multiple priorities and work within deadlines
Able to interface with employees, and build and maintain positive and effective working relationships with stakeholders inside the agency
Able to execute multiple projects with ability to report quickly on status of any project
Able to take direction and feedback well and quickly correct course. Good teamwork and collaboration skills
Solid problem-solving skills - ability to stick with a problem until a solution is found

WORK LOCATION

In-person work and collaboration are requirements for this position. Employees are expected to physically report to the assigned work site as scheduled by supervisor. At the agency's discretion, this position may be allowed to engage in remote work for specified periods of time or a determined percentage of work schedule; however, this is not guaranteed. Temporary remote workdays may be approved for circumstances such as, but not limited to, inclement weather, special projects, or travel. These arrangements are approved on an as-needed basis, with no expectation of ongoing continuance. All remote work arrangements are made on a case-by-case basis, focusing first on the business needs of the organization.

Essential Physical & Mental Requirements

Work is a normal office environment. Employees are subject to standing, stooping, walking, lifting, and carrying objects throughout daily job performance. Intermittent effort involving lifting of amounts between 5 and 25 pounds required. Work requires moderate attention to detail and deadlines between 15% and 45% of the time. Driving is required intermittently, with exposure to normal traffic hazards.

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