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Technical Support Analyst I

CAP Tulsa
United States, Oklahoma, Tulsa
June 17, 2022




Position:
Technical Support Analyst I



Location:

Legacy Plaza, Tulsa, OK



Job Id:
565

# 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 on line 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 are 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. Manage infrastructure assets by properly provisioning, de-provisioning, and tracking their usage
  • Notify end users of service degradations, outages, and their progress
  • Work with site contacts and vendors to coordinate the shipment, receiving, and installation of equipment
  • 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 applications



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



Essential Physical & Mental Requirements
Employee is subject to standing, stooping, walking, lifting, and carrying objects throughout daily job performance.
Work is a normal office environment. Intermittent effort involving lifting of amounts between 5 and 25 pounds required. Work requires strong attention to detail and deadlines. Driving is required intermittently.



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