IT Support Analyst I at Forum Oilfield Technologies, Inc in Dayton, TX
Summary:
This position is responsible for providing telephone/internet/and other technology support to both internal and external clients, utilizing expert knowledge of our systems while providing excellent customer service. This position acts as a problem solver and reports necessary data to the I.T. Service and Support Manager. Job Duties/Responsibilities o Provide problem isolation, diagnostics and resolution to clients. o Maintain Service Desk records in ServiceNow application. o Provide day to day phone support for all clients. o Provide structured approach to problem solving. o Manage and support installation of all software and software integrations for new and existing clients. o Interact within various levels of the client organization to resolve issues. o Maintain expertise on our specific products through research/testing. o Adhere to call management procedures and timely escalation of problems. o Use remote support software to clients on their computers. o Test and implement new software before being deployed to Forum's end users. o Participate in Projects as needed with direction from I.T. Service and Support Manager. o Support Network issues and escalate as needed. o Knowledge of MS Office suite/Installation/Troubleshooting. o Knowledge of Engineering Applications. o Provide Customer Service across all companies. o Provide onsite support as needed for Hardware. o Imaging and build out of Desktop and Laptops standards. o Support iPhones and other handheld devices. o Ensure that actions taken fulfill the requirements of IT policies and procedures. o Other duties as assigned by the IT Service and Support Manager. o Provide Call Center Support/Phone Support could be up to 90% of the time. Job Requirements Skills/Knowledge o Excellent MS Office skills with the ability to learn new applications quickly. o Logical mind with the ability to process a variety of data in a systematic fashion. o Excellent customer service/phone skills. o Excellent written and oral communication skills in English. o Excellent organizational skills and ability to manage multiple projects. Education o Bachelor's degree preferred or equivalent of 5
years of experience. Experience o Experience providing technical support, troubleshooting and diagnosing issues in a Service Desk environment. o 5
years' Service Desk experience in a professional services organization is preferred. o Previous experience with ServiceNow is preferred.
Salary Range:
$100K -- $150K
Minimum Qualification
Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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