IT Support Analyst

Overview

The IT Support Analyst provides day-to-day first-level support to all company employees requesting assistance from the IT Services division. Analysts support users with problems relating to basic hardware, software, and user account issues as defined, and redistribute specialized or advanced requests to appropriate service desk or network operations team members. The IT Support Analyst continually provides a repeatable and dependable process for all users to follow in establishing an IT service desk support request.

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 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
• Contact users to follow up on all open issues according to follow-up schedule policy
• Traverse basic MS Office, Email, User Account, and Printing issues for both local and remote users
• Answer basic inquiries related to existing ITS department policies and procedures
• Configure and deploy company issued mobile devices
• Travel to remote field locations to perform emergency installations, maintenance and to provide urgent assistance for systems functionality. 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
• One year of experience or education in information technology
• 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 and/or hardware
• Oral and written communication skills
• Strong customer service skills, including displaying patience with others and a track record in developing good working relationships, while persistent in the pursuit of the goals/objectives
• A high attention to detail and accuracy
• Ability to maintain the confidentiality of sensitive information
• Ability to accept and embrace accountability and work effectively in a strong team environment
• 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
• Legal authorization to work in the United States

Preferred Skills

• Associate or bachelor’s degree in a computer science or technology related field
• One Certification/Coursework in any CompTIA path, Microsoft, or CISCO highly desirable
• Experience in communicating effectively on a departmental and cross-departmental basis
• Excellent analytical skills including the ability to think outside the box and research solutions to difficult problems
• Ability to work and keep on schedule with minimal supervision
• 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 work well with others
• Ability to set priorities and goals and develop plans for achieving them

About MFA Oil Company

MFA Oil Company, formed in 1929, is a farmer-owned cooperative and a leading propane retailer in the United States. The company supplies fuels, lubricants, and propane to customers in Missouri, Arkansas, Indiana, Iowa, Kansas, Kentucky, Oklahoma, and Tennessee. Through a subsidiary, MFA Oil operates Break Time convenience stores in Missouri; a Big O Tires franchise in Missouri, Arkansas, and Kansas; a solar panel installation company, BluSphere Energy; and APM, a wholesale fuel distributor.

Benefits

Our benefits are designed to invest in you! We offer a comprehensive benefits structure for regular full-time positions, including competitive wages, paid time off, paid company holidays, and the opportunity for eligible employees to share in company success through profit sharing and/or performance incentives. Health benefits include medical, dental, vision, an employee assistance program and company-paid life insurance, and short- and long-term disability. Our retirement benefits include a 401(k) plan with a company match offering pre-tax and Roth options.

Growth & Development

We believe there’s always room to learn and grow, from entry-level employees to senior leaders. Opportunities exist for internal advancement and professional development including on-the-job training. Educational expense assistance is available for employees seeking to continue their education ambitions aligned with their employment within the company.