IT Customer Support Analyst

Position: IT Customer Support Analyst

Location: Tulsa, OK USA 74104

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 Skills:

• Ability to analyze 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

Additional Skills:

• 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