Support Line Specialist

MidFirst Business Credit, Inc.; Oklahoma City (OK); On-site; USD 42,000 - 64,000; Full time

Job summary

MidFirst is seeking a Support Line Technician to deliver first-tier investigation and documentation for technical issues reported by internal users. Duties include initial troubleshooting of PC, in-house, and 3rd party applications, plus ticket creation and incident logging.

Strong communication, AD experience, and familiarity with Windows Office are highly valued. Willingness to adjust shifts for PTO and support desk projects is expected.

Qualifications

• Associates degree or equivalent combination of education and experience.
• 1 year of helpdesk/IT support experience or equivalent.
• Active Directory experience required or preferred.
• Microsoft Office and Windows OS knowledge.
• Strong communication skills and ability to document issues clearly.

Responsibilities

• Provide 1st tier technical support to MidFirst end users.
• Log and track incidents/tickets in the MidFirst system; perform initial troubleshooting.
• Identify second-tier problems and route to appropriate teams per SLAs.
• Assist Support Desk Manager with policy/procedure docs and reporting.
• Be flexible with shift coverage for PTO as needed.

Skills

End-user PC support

Incident management

Excellent communication

Judgment/decision making

PowerShell

Office & Windows proficiency

Education

Associates degree in CS/IT or related field

1 year helpdesk/IT support experience

Equivalent education/experience

Active Directory experience

Tools

PowerShell

Ticketing system

Job description

The Support Line Technician team member is responsible for the first tier investigation and documentation of technical issues reported by internal MidFirst users. This includes end user PC related issues, in-house applications, and 3 rd party applications used by the MidFirst team.

• Provides 1 st Tier technical support to MidFirst end users.
• Processes and creates incident/service request tickets into the MidFirst ticketing systems. conducting first level troubleshooting with emphasis on the following
  • Problem/Request determination
  • Priority assignment
  • Resolution
• Identifies second Tier problems and assigns appropriate personnel groups according to Service Level Agreements (SLAs) and Support Desk Procedures (SDPs) for further problem determination and resolutions.
• Demonstrates exceptional support service in all contacts with end users.
• Assists Support Desk Manager with administrative functions such as policies, procedure documentation and incorporate reporting for the Support Desk.
• Assists Support Desk Manager with Projects as needed.
• Must be willing to flex shift by 1 hour when covering PTO.

Necessary Knowledge, Skills and Abilities:

Education

• Associates degree in computer science, information technology, or related technical field or
• Minimum of one (1) year of helpdesk and IT support work experience or
• Any equivalent combination of education and experience.
• Active Directory experience

Preferred Experience

Two to three years of experience in IT Customer Support or Help Desk and one to two years of experience performing advanced troubleshooting on PC related issues.

Two to three years of practical Active Directory experience.

Two to three years of managing/involved in time sensitive projects

Strongly Preferred

Excellent Oral and Written communication skills.

Ability to exercise sound judgment in evaluating situations and in making decisions

Knowledge of Microsoft Office Suites and Windows OS

Working knowledge of process documentation

Working knowledge of PowerShell

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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