Help Desk Support 

Location: Oklahoma City, OK

Description:
Provide technical support of the organization's desktop computing environment while ensuring exceptional customer service in response to incidents and requests across the organization. Creates work tickets to ensure proper tracking, prioritization and escalation of technical incidents and requests.

Responsibilities are varied and complex. May work outside area of assigned duties. Expert in own area of responsibility. Works independently. Resolves complex problems within area of responsibility. Identifies opportunities and innovative solutions. Recommends changes in procedures. Reviews progress and evaluates results. Authority to make decisions related to job responsibilities.

Essential Functions:

• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and
• effective resolution of end user issues.
• Analyze performance of Help Desk activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Lead activities of the Help Desk staff to diagnose and resolve client issues; guide technicians on the diagnosis of potential issues and resolutions. Take escalated issues and resolve or refer to a specialized expert as needed.
• Contribute to the development, communication and implementation of procedures, best practices, recommendations, and guidelines for standards.
• Work collaboratively with all IT teams to centralize and standardize processes.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.
• Identify issues for continuous service improvement (CSI).
• Ensure compliance with team metrics in accordance with department goals.
• Follow support methodologies based on ITIL standards to provide a highly performing and available environment.
• Document commonly encountered issues and create documentation on newly implemented systems.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• All other duties as assigned

Working Conditions:

• Must be available for 24-hour call and extended work day/weeks.
• Ability to work extensive hours at a computer terminal.
• Ability to lift up to twenty (20) lbs. 

Special Safety Requirements:

• All positions in which driving is an essential function of the job, regardless if the job code is marked safety sensitive or not, will also be included as safety sensitive. Individuals in positions in which driving is an essential function are subject to the terms and conditions set forth in the company's Drug Testing Plan. 

Knowledge, Skills & Abilities:

• Demonstrated customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients' changing needs.
• Demonstrated experience with a broad array of technologies such as: Microsoft Windows 10, Active Directory, SCCM, HyperV, VMWare, Citrix, Exchange, Office 365, Remote Desktop Services, and LAN/WAN networking technologies.
• Experience with hardware and applications support as well as an understanding of networking technologies, including TCP/IP, DHCP, DNS, SMTP, OWA, LDAP.
• Ability to work independently and exercise sound judgment in leading the activities of a technical team.
• Experience working in a team-oriented, collaborative environment.
• Must have advanced level expertise in diagnostic techniques for incident and problem resolution.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Experience with remote access using VPNs and MFA.
• Experienced knowledge of current systems software, protocols, and standards, including DHCP, DNS, TCP/IP, and Active Directory.
• Generalist knowledge in various IT areas, such as networking, desktop support, and security, and methods used in those areas.
• Process driven with high attention to detail and excellent follow through skills.
• Demonstrated experience with Windows systems installation, maintenance and troubleshooting.
• Ability to effectively obtain, share, analyze and convey information. Ability to collaborate with peers, managers, and clients.
• Outstanding oral and written technical and non-technical communication skills, including the ability to interact with varying business and technology groups, as well as a keen attention to detail.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Expectation of ongoing, active learning and skill growth in key technology areas including operating systems and applications.

Education/Work Experience:

• Associate's Degree in Computer Technology or a related IT degree program and 6 years Help Desk/Desktop support experience
• High School Diploma/GED and 8 years Help Desk/Desktop support experience in a corporate environment
• 2 years of Senior Help Desk/Desktop support experience