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.
MFA Oil Company is an Equal Opportunity/Drug-Free Employer.
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
- Troubleshoot 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
- Ability to maintain the confidentiality of sensitive information
- High attention to detail and accuracy
- 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
- Availability for on-call rotation for emergency overtime when the need arises by responding to overtime call outs before and after standard scheduled hours of work
- Occasional overnight travel related to training
- Ability to speak, read, write, and understand the English language to communicate with customers, coworkers, and supervisors
- Ability to meet company requirements including successful pre-employment drug screening and criminal background check
- 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.
OUR CULTURE
The core values of MFA Oil are aligned with our purpose and are the cornerstones upon which our culture is built.
- Put Customers First
- Respect Everyone – Demonstrate high regard or show special attention to customers, coworkers, vendors… everyone you come in contact with.
- Provide Excellent Service – Go the extra mile to ensure our customers are happy and satisfied with our products and services.
- Deliver on Your Promises – Do what you say you are going to do, when you say you are going to do it. Every time.
- Be Tenacious
- Give Your Best – Always give your best effort and seek to improve every day.
- Never Settle – Settling can lead to compromising on effort and quality of work. Find a way forward and don’t settle for “It can’t be done.”
- Work Passionately – Passion accelerates your abilities, propels you to overcome obstacles and shows customers and co-workers that you care.
- Lead by Example
- Do the Right Thing – When we let honesty and integrity be our guide, we will always be headed in the right direction.
- Take Ownership – Each of us must be accountable for ourselves, our colleagues, our customers and our company.
- Act with Empathy – When we recognize and understand each other’s challenges, we communicate better and grow stronger as a team.
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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
