Overview The IT Support Specialist plays a crucial role in delivering first-level support to employees throughout the company. You will assist users with basic hardware, software, and user account challenges while efficiently directing specialized requests to our advanced support teams. Your goal is to establish a reliable process for all users to initiate IT service desk support requests.
Responsibilities
- Respond promptly to IT service desk requests via phone, email, online ticketing system, or in-person.
- Gather information and perform initial troubleshooting for incoming support requests, adhering to documented policies.
- Create electronic support tickets for all requests and ensure accurate documentation.
- Escalate issues to 2nd and 3rd tier support as needed.
- Follow up with users on outstanding issues according to our follow-up schedule.
- Troubleshoot basic problems with MS Office, email, user accounts, and printing for all users.
- Provide information about existing ITS policies and procedures.
- Configure and deploy company-issued mobile devices.
- Travel to remote locations as necessary for urgent support and system maintenance.
All employees should adhere to company and position-specific policies. Other duties may be assigned as necessary.
Job Requirements
- High school diploma or equivalent.
- One year of experience or education in information technology.
- Familiarity with desktop and server operating systems including Windows and Microsoft Office Suite.
- Understanding of basic hardware components such as laptops, desktops, tablets, and smartphones.
- Experience in troubleshooting software and hardware issues.
- Strong oral and written communication skills, demonstrating patience and effective relationship-building.
- Ability to maintain confidentiality of sensitive information.
- High attention to detail and accuracy.
- Willingness to be accountable and work effectively in a team environment.
- Flexibility to work varied hours as needed.
- Capability to move equipment and supplies, including lifting up to 40 pounds.
- Availability for on-call rotation and emergency overtime when required.
- Occasional overnight travel for training purposes.
- Proficient in English to communicate effectively with customers and colleagues.
- Must meet company requirements for drug screening and background checks.
Preferred Skills
- Associate or Bachelor's degree in a technology-related field.
- Certification in CompTIA, Microsoft, or CISCO is advantageous.
- Ability to communicate effectively across departments.
- Excellent analytical skills and problem-solving abilities.
- Strong time management skills to meet fast-paced deadlines.
- Quick grasp of new concepts.
- Ability to prioritize and develop plans to achieve goals.
About MFA Oil Company MFA Oil Company, established in 1929, is a leading farmer-owned cooperative providing fuels, lubricants, and propane across several states including Missouri, Arkansas, Indiana, Iowa, Kansas, Kentucky, Oklahoma, and Tennessee. We operate various businesses including Break Time convenience stores and a Big O Tires franchise.
Benefits At MFA Oil, we invest in our employees with competitive wages, paid time off, and additional benefits including health, dental, vision, life insurance, and retirement plans. We also offer opportunities for profit sharing and performance incentives.
Cultural Values Our core values focus on customer service, integrity, accountability, and empathy. We strive to lead by example and maintain a passionate, dedicated workforce.
Growth and Development MFA Oil is committed to your professional growth. We offer internal advancement, on-the-job training, and educational assistance for employees looking to further their knowledge.
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.