Technical Support Analyst jobs in Oklahoma

Position is responsible for providing troubleshooting, user support and customer service on company-supported computer systems, software, and hardware, including networking. Duties include responding to requests for technical support, resolving routine problems, assigning and escalating issues to resolve user problems, reporting on issue status and metrics, and ensuring timely resolution of issues. Maintains strong working relationships with the Information Technology team and with other teams within CAP Tulsa to successfully execute job duties. Makes non-routine choices within established precedent, considering objectives, under limited supervision. Performs intermediate troubleshooting or analysis; problems require interpretation of data using generally prescribed procedures. Frequent interaction to provide basic information and/or occasional interaction requiring detailed procedural explanations or technical responses.

• Respond to telephone, email, walk up, and on line requests for technical support. Provide remote and in-person support to end users for basic computer, application, system, device, access, and hardware issues
• Troubleshoot, diagnose, identify, research, and resolve routine problems, including network and system-level issues. Prioritize and manage several open issues at one time. Triage, prioritize, and assign issues as they are arise
• Ensure appropriate and timely resolution of issues and meeting of needs. Properly escalate issues to appropriate parties. Document, track, and monitor support issues using applicable systems and tools
• Obtain and document supplemental issue information necessary for issue analysis and resolution. Coordinate with other teams or departments to resolve user problems. Report on issues’ status, resolutions, and aggregated metrics. Provide appropriate and accurate feedback to clients
• Document incidents’ and underlying problems’ resolutions in end user knowledge store. Develop and maintain desktop support procedures
• Securely and appropriately provision physical and virtual security privileges. Manage infrastructure assets by properly provisioning, de-provisioning, and tracking their usage
• Notify end users of service degradations, outages, and their progress
• Work with site contacts and vendors to coordinate the shipment, receiving, and installation of equipment
• Adhere to and enforce IT policies and procedures
• Perform other duties as required