IT Customer Support Professional

At Devon, we will offer you a career full of energy and unmatched opportunities to solve today’s greatest challenges. Innovation, creative problem-solving and positive change happen when people step out of their comfort zone and think differently. Our values, workplace practices, wellness programs, benefits and compensation are aimed at helping employees manage their unique personal life and care for their families so they can focus on contributing to the fullest.

The Staff IT Customer Support Professional, working under general supervision, is responsible for providing moderate technical support to end-users, reviewing IT support requests, collaborating with higher-level teams for complex issues, establishing standard operating procedures and contributing to efficient inventory management. The role troubleshoots hardware and software issues, employs remote support or on-site visits and offers rotational, off-hour support for emergency technical assistance. The role contributes to the establishment of standard operating procedures for managing IT support requests, fostering consistent and efficient issue resolution aligned with best practices. The role oversees the documentation of technical issues, promoting a proactive approach to addressing challenges and ensuring continuous improvement in the IT support framework. The role maintains detailed records of daily data communication transactions, conducts technical diagnostics, consults technical manuals, and interacts with customers to investigate and resolve issues or provide technical support during installation activities.

Job Description

- Handles increasingly complex technical issues, addresses complex end-user assistance requests, applies broad and basic understanding of systems applications, hardware, client operating systems and desktop applications to ensure efficient support and contribute to seamless IT Customer Support operations.

- Works under general supervision, troubleshoots and restores routine technical services, applying established processes and procedures to ensure efficient operations and address technical challenges within the prescribed framework.

- Offers moderate technical support regarding mobile devices, applications, and accounts to end-users, actively addressing and resolving a spectrum of routine IT-related issues and inquiries to ensure seamless functionality and user satisfaction.

- Provides technical assistance to users by troubleshooting hardware and software issues, employs remote support or on-site visits to effectively resolve problems and ensure optimal functionality and offers rotational, off-hour support for emergency technical assistance.

- Collaborates with higher-level IT support teams to escalate and address complex technical issues, ensuring effective resolution through a coordinated and streamlined approach to enhance overall IT support service delivery.

- Reviews support requests through a helpdesk ticketing system, ensuring precise and timely documentation for efficient tracking and resolution of IT support issues.

- Helps in establishing standard operating procedures when managing IT support requests and incidents, ensuring consistent and efficient resolution in alignment with best practices and organizational protocols for effective IT service delivery.

- Maintains detailed records of daily data communication transactions, conducts technical diagnostics, consults technical manuals, and interacts with customers to investigate and resolve issues or provide technical support during installation activities.

- Supports advanced hardware and software inventory management by assisting with tracking and procurement processes, ensuring accurate records, and contributing to efficient inventory control for seamless operations within the organizational IT framework.

Education

- High School Diploma/General Education Diploma (GED)/Higher Secondary education is required. Bachelor's Degree in Information Technology, Computer Science or any other related discipline is preferred.

Experience

- 3+ years of relevant experience, preferably in areas such as Customer Service, Technical Support, and Information Technology or a related field. Industry experience is preferred.

Competencies

- Oral & Written Communication

- Results Oriented

- Active Learning

- Digital Literacy

- Business Acumen

Skills

- Helpdesk Ticketing System

- Customer Relationship Management (CRM)

- Troubleshooting

- Software Deployments

- Hardware and Software Diagnosis

- Root Cause Analysis (RCA)

- Active Directory and 2 factor Authentication

- Mobile Device Knowledge

- Issue Documentation and Analysis

- IT Service Desk Tools

Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.

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