Job Title: IT Customer Support Analyst I Location: Tulsa OK USA 74104 Employment Type: Contract 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 three skills needed to perform this role: Ability to analyses 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. Requirements not listed on posting: Confirm add additional requirements 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 Work daily from Service-Now incident group to provide vertical application support to our internal applications suite for our PSL to resolve user submitted issues with those systems. Work with escalation team and developers as needed to resolve more complex issues.
