IT PC Technician

Job Title: IT Service Desk Analyst

Location: Ponca City, Oklahoma

As the IT Service Desk Analyst in Ponca City, Oklahoma, you will play a pivotal role as the primary point of contact for users seeking IT services or reporting technical issues within our organization. Your dedication to providing exceptional customer service will be crucial in efficiently addressing and resolving requests, concerns, or questions related to IT services. You will utilize your technical expertise to facilitate first contact resolution whenever possible and escalate issues to higher-level IT engineers when necessary. Additionally, you will provide level III support on various software applications and hardware systems, as well as offer training to new and existing level I and level II analysts.

Key Responsibilities:

• Receive incoming requests for technical support and respond promptly.
• Facilitate first contact resolution using technical expertise and knowledge base information.
• Escalate issues to IT engineers when advanced-level resolution is required.
• Provide level III support on software applications and hardware systems.
• Offer basic desktop application support and refer complex problems to appropriate IT personnel.
• Provide training to new and existing analysts according to company policies and procedures.
• Conduct hardware and software troubleshooting, trend analysis, and root cause analysis independently.
• Demonstrate total call ownership, time management, and follow-up skills.
• Record all incident, problem, and request information accurately in the IT Service Desk ticketing system.
• Maintain professional relationships with colleagues, even in challenging situations.
• Maintain familiarity with IT Service Desk ticketing systems and services for accurate documentation and support.
• Provide input on IT Service Desk team documentation and Knowledge Base content.
• Participate in projects as needed and adhere to project plans.
• Achieve performance metrics set by Supervisor and Team Lead.
• Assist Supervisor and Team Lead with reporting, analysis, or testing tasks.
• Continuously enhance skills in a dynamic technical environment.
• Maintain a flexible work schedule as needed.

Qualifications and Education Requirements:

• Bachelor's degree in a related field or 8 years of equivalent work experience.
• Minimum 4 years of professional IT experience providing computer hardware installation and support preferred.
• Minimum 3 years of experience in a healthcare environment preferred.
• Experience with project management methodologies and training material creation preferred.
• Professional certifications such as Certified Field Support Technician (CFST), Microsoft Office User Specialist (MOUS), A+ Certification, or similar preferred.

Preferred Skills:

• Excellent customer service skills and experience are essential.
• Strong communication and organization skills.
• Excellent interpersonal skills for working in a team environment.