Overview

The Service Desk Analyst will provide day to day gate-keeper assistance to all company employees requesting assistance from the IT Services division. Analysts will support users with problems relating to basic hardware, software, and user account issues as defined, and will redistribute specialized or advanced requests to appropriate service desks or network operations team members. This position will continually provide 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.

Pay & Benefits:

• Wages are dependent on experience, skills, and certifications.
• 401k with company match
• Comprehensive, competitive healthcare benefits
• Earn PTO each pay period and enjoy 9 paid holidays
• Share in company success through profit sharing and/or performance incentives based on position
• Educational expense assistance
• Opportunities for internal advancement
• Commitment to employee professional development

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
• Monitor and assist users 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
• Provide follow-up calls on all open issues according to follow-up schedule policy
• Provide basic MS Office, Email, User Account, and Printing Issue troubleshooting for both local and remote users
• Answer basic inquiries related to existing ITS department policies and procedures
• Provide status reports to designated ITS management for all projects/activities
• Interface with cell phone vendors to procure, configure and deploy company issued mobile devices
• Follow posted work schedule and adhere to proper procedures to accurately reflect hours worked
• 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 required. Associates or bachelor’s degree from an accredited college or university preferred in computer science related field
• 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, hardware or combination of the two
• Great customer service skills, including patience with others and a track record in developing good working relationships, but persistent in the pursuit of the goals/objectives
• Ability to work varied hours when needed
• Ability to move and position self to move equipment and supplies, including lifting up to 40 pounds
• 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

• Experience in communicating effectively on a departmental and cross-departmental basis
• Excellent verbal and written communication skills
• Ability to think outside the box and research solutions to difficult problems
• Ability to work and keep on schedule with minimal supervision
• High attention to detail, accuracy, and excellent analytical skills
• 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 maintain the confidentiality of sensitive information
• Must accept and embrace accountability and be comfortable working in a strong team environment
• Ability to work well with others
• Ability to set priorities and goals and develop plans for achieving them
• Valid/current driver’s license