IT Support Technician I

Overview

An IT Support Technician provides technical support and troubleshooting for desktop and retail systems hardware, software, and basic network systems issues. Technicians participate in technical projects and handle initial and escalated support incidents and requests, redistributing requests to appropriate IT Services team members when necessary. This position continually provides 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, 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

- Create, troubleshoot, resolve, and/or escalate incidents and service requests according to documented policies and procedures.

- Utilize service desk documentation to provide Tier I level troubleshooting of MS Office, Email, User Account, and Printing issues for both local and remote users.

- Provision and deprovision computer hardware, troubleshoot issues and apply upgrades.

- Configure, install, and support computer hardware and software systems across the business.

- Participate in systems rollouts, upgrades, and computer lifecycle refresh projects by deploying designated systems.

- Handle corporate issued iOS mobile device procurement, provisioning, deprovisioning, troubleshooting and support.

- Train and mentor new IT Support Analysts.

- 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.

- Build, update, and maintain computer images.

- Provide input for creating, updating, and maintaining procedural documentation.

- Answer basic inquiries related to existing ITS department policies and procedures.

- 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

- Technical Support education which may include IT certifications, boot camps, coursework or a degree in an IT related field.

- One year of experience in IT support or repair.

- Experience in troubleshooting and diagnosing technical problems

- IT technical knowledge, including networking, OS, hardware, and application support

- Experience with Microsoft Office suite products

- Strong oral and written communication skills

- Strong customer service skills, including displaying patience with others and a track record of developing good working relationships, while persistent in the pursuit of the goals/objectives

- Ability to maintain the confidentiality of sensitive information

- High attention to detail and accuracy

- Excellent analytical skills including the ability think outside the box and research solutions to difficult problems

- Ability to work both independently and in a team environment.

- Ability to travel to company facilities and/or training as needed, including possible overnights

- Availability to work holidays, weekends, and after regular business hours as needed, including work scheduled overtime

- 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 driver’s license

- Ability to speak, read, write, and understand the English language to communicate with customers, coworkers, and supervisors

- Ability to meet company requirements including successful pre-employment drug screening and criminal background check

- Legal authorization to work in the United States

Preferred Skills

- Associate or bachelor’s degree in a computer science or technology related field

- Two Certifications/Coursework in any CompTIA path, Microsoft, or CISCO highly desirable

- Experience communicating effectively on a departmental and cross-departmental basis

- Ability to work and keep on schedule with minimal supervision

- Strong critical thinking ability

- 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

- Ability to accept and embrace accountability

- Ability to set priorities and goals and develop plans for achieving them

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.

BENEFITS

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.

OUR CULTURE

The core values of MFA Oil are aligned with our purpose and are the cornerstones upon which our culture is built.

- 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.

- 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.

- 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.