Sr. Desktop Support Analyst-Tulsa, OK

About the Role

This technology support position requires teamwork, communication, and a passion for working directly with end users in the Tulsa, OK area and remote offices located throughout the US. The qualified candidate must be flexible to alternating locations, as directed, and will be collaborating with multiple teams.

Primary Duties

• Provide in-person, end-user computing support for users at directed offices and remote sites
• Lead and mentor junior team members in providing support
• Provide outstanding customer support to End Users on all information systems used
• Perform Request and Incident Management processes within Service Level expectations (i.e., priority / escalation norms) in Service Management tools
• Act as the primary escalation point for complex issues and provide advanced troubleshooting
• Participate in documentation activities to provide the Level 1 Service Desk with resolution opportunities as identified
• Proactively communicate and deliver support at outstanding levels
• Perform Mobile Device Management and administer Directory Services as assigned
• Facilitate & maintain an accurate & ready IT Asset Inventory at major offices
• Maintain a general understanding of corporate structure and an awareness of business workflow in each department to leverage this understanding to prioritize tickets or tasks, trigger follow-ups or proactively prevent incidents from occurring
• Support Infrastructure, Technical, Application, and Security maintenance projects as required
• On-call flexibility to carry out virtual IT support and in-person EUC support

Qualifications & Required Skills

• Min. 6 years of direct customer IT support
• Ability to adapt to new technology as it is introduced into the environment
• Experience supporting Windows 10/11 computers
• Ability to troubleshoot hardware / software issues on Laptops and Desktops
• SaaS Phone system experience (e.g., Teams Business Voice, Zoom)
• Basic audio/visual experience
• Experience managing Active Directory
• Applies knowledge of networking fundamentals; basic security and wireless concepts; routing and switching fundamentals; the TCP/IP and OSI models; IP addressing; WAN technologies; NAT, DHCP and DNS; understanding VoIP and configuring simple networks
• Applies strong technical skills, effective communication skills, and is responsive to customer needs
• Proven ability to support and communicate with executives

Education & Certifications

• High school diploma and/or GED certificate required
• Bachelor's degree in a related field preferred
• Advanced certifications preferred (Network+, CCNA)
• CompTIA A+ Certification or higher is preferred

Position Location & Other Requirements

• Tulsa, OK
• Must be flexible to commute to Tulsa, OK to work from customer office regularly
• Must be flexible to on-call expectations and assigned shifts
• Ability to lift to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds
• Dress code: business casual office attire

Benefits

• Competitive pay
• Performance-based bonuses
• 401K
• Health, dental and vision insurance coverage
• Paid holidays and paid time off