IT Support Analyst

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.

+ 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

Preferred Skills

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.

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.

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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.

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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.

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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.