IT Customer Support Analyst

Job Title: IT Customer Support Analyst I

Location: Tulsa OK USA 74104

Employment Type: Contract

Description:

• Under direct supervision, provides customer support services to internal and external customers.

• Responsible for expediting resolution of escalated issues and investigating to resolve IT support issues.

• Applies basic PC/LAN knowledge for daily troubleshooting of issues.

• Participates in defining support processes, procedures and producing reports and metrics as defined.

• Contributes to the team effort by accomplishing all related tasks as needed.

• Performs own work and provides assistance to others as directed.

• Job tasks, correctly performed, have minimal impact upon the viability of the organization.

• Error is readily ascertainable by the supervisor and can be corrected.

• Skills are typically acquired through an undergraduate degree in Computer Science, MIS or equivalent work experience and 1 year experience in Information Technology which includes experience in Customer Support

Top three skills needed to perform this role:

• Ability to analyses a series of procedural transactions to determine how and where a failure occurred and advise/make proper remediation steps.

• Ability to work in a fast-paced environment and switch context between various issues when waiting for external assistance.

• Good Customer service/people skills. Requirements not listed on posting: Confirm

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• Some SAP knowledge beneficial but not necessary.

• Experience working in a software dev environment beneficial but not necessary.

• Bilingual English/Spanish necessary.

• Local to Tulsa area Work daily from Service-Now incident group to provide vertical application support to our internal applications suite for our PSL to resolve user submitted issues with those systems.

• Work with escalation team and developers as needed to resolve more complex issues.