Break Time Convenience Store Hiring for Service Desk Technician Job at Columbia, MO Full Time

The Service Desk Technician will provide technical support and troubleshooting for both desktop and retail systems hardware, software, and basic network troubleshooting and support. Technicians will participate in technical projects and serve as both an initial point of contact and an escalation point for support incidents and requests, as well as assist with and redistribute specialized or advanced requests to appropriate IT Services team members. Responsibilities may include help desk support for user problems relating to computer hardware and software systems, mobile and hand-held devices, user management and application support, retail point of sale and back-office systems, as well as basic network troubleshooting and support for remote site firewalls, VoIP phone devices, remote telco, and internet service issues. This position will continually provide a repeatable and dependable process for all users to follow in establishing a service support request.

MFA Oil Company is an Equal Opportunity/Drug-Free Employer.

Responsibilities

• Monitor, answer, triage and respond to company-wide IT service desk phone calls, voicemails, tickets, and emails.
• Create, troubleshoot, resolve, and/or escalate incidents and service requests according to documented policies and procedures.
• Provide higher level troubleshooting of MS Office, Email, User Account, and Printing Issues for both local and remote users.
• Share responsibilities with other service desk technicians on staff for computer hardware provisioning, deprovisioning, troubleshooting and upgrades.
• Configure, install, and support computer hardware and software systems across the business.
• Participate in systems rollout, upgrades, and lifecycle refreshes.
• Handle corporate issued iOS mobile device procurement, provisioning, deprovisioning, troubleshooting and support.
• Provide basic network troubleshooting of remote site cisco firewalls, VoIP phone devices, remote telco and internet service issues, including working with 3rd party vendors for phone line and internet service orders and cancellations.
• Conduct research and stay informed on current technology opportunities and trends.
• Update job knowledge by participating in educational opportunities, reading professional publications, and attending seminars and conventions.
• Ensure that all systems are secured, and that data integrity is maintained at all times.
• Assist in creating, updating, and maintaining procedural documentation.
• Answer basic inquiries related to existing ITS department policies and procedures.
• Provide status reports to designated ITS management for all projects/activities.
• Follow posted work schedule and adhere to proper company policies and procedures to accurately reflect hours worked.
• Travel to remote field locations to perform scheduled installations, maintenance, and training or 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

• A high school diploma or equivalent required
• Experience in troubleshooting and diagnosing technical problems
• Strong IT technical knowledge, including networking, OS, hardware, and application support
• Experience with Microsoft Office suite products
• Great customer service skills, patience with others, a track record in developing good working relationships, but persistent in the pursuit of the goals/objectives
• Travel to company facilities and/or training as needed, including possible overnights
• Ability to speak, read, write, and understand the English language to communicate with customers, coworkers, and supervisors
• Availability to work holidays, weekends, and after regular business hours as needed, including work scheduled overtime
• Ability to maintain the confidentiality of sensitive information
• 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
• Ability to move and position self to move equipment and supplies, including lifting up to 40 pounds
• Valid/current driver’s license
• Ability to meet company requirements including successful pre-employment drug screening, Motor Vehicle Report (MVR), and criminal background check
• Legal authorization to work in the United States

Preferred Skills

• Associates or bachelor’s degree in a computer science or technology related field
• Two years of applicable experience
• Certification(s) in any CompTIA path, Microsoft, or CISCO highly desirable
• Experience in communicating effectively on a departmental and cross-departmental basis
• Self-motivated with the ability to work and keep on schedule with minimal supervision
• Strong critical thinking ability
• Excellent verbal and written communication skills Ability to think outside the box and research solutions to difficult problems
• High attention to detail, accuracy, and excellent analytical skills
• Ability to work at a fast pace and meet deadlines with a high degree of time management skills
• Self-learner with ability to grasp new concepts quickly
• Must accept and embrace accountability and be comfortable working in a strong team environment
• Ability to set priorities and goals and develop plans for achieving them

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• Under 1 year

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Columbia, MO 65201: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Work Location: One location