Support Analyst.

Ascent Resources is seeking an experienced Support Analyst. This position is located in Oklahoma City, OK and will report to the Manager – End User Services and Program Management. 

This position is responsible offering support and technical assistance to Ascent Resources employees who are using software, hardware, and other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

Primary Duties & Responsibilities
•    Answer incoming help desk calls
•    Monitor and return help desk voice mail messages
•    Manage the help desk queue using ServiceNow
•    Troubleshoot and resolve incidents when possible
•    Routes/assigns incidents to the appropriate IT Support Team when necessary
•    Follow-up on resolved incidents to verify all has been resolved
•    Draft and send outage/all clear communication to employees
•    Resolve employee technical issues either remote or deskside
•    New hire employee follow-up
•    Provide Level 1 and Level 2 support both in person and remotely
•    Perform field operations visits and assist personnel in using computer systems
•    Work closely with Application Analysts on IT roll project roll outs
•    Assist with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software as needed
•    Provide permanent solutions to users by effectively diagnosing issues or when necessary, escalate recurring issues to work towards a permanent solution
•    Install and replace computers, monitors, and other related equipment when necessary
•    Assists with new hire setup and separation collection, following documented processes
•    Helps to identify and establish help desk procedures to improve support
•    New hire employee follow-up

Knowledge, Skills & Abilities
Minimum Requirements:
•    Must be customer and support oriented
•    Excellent written and verbal communication skills with ability to communicate in both technical and non-technical language
•    Strong experience troubleshooting and resolving hardware, software, systems, and network issues; Ability to install, upgrade, repair, move, and replace desktops, laptops and peripherals
•    Strong knowledge of Windows client operating systems and standard office applications
•    Skilled in MS Office Suite, Outlook, web-based applications, etc.; Experience with Office 365 is a plus
•    Ability to work collaboratively with employees within department and across functions
•    Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
•    Ability to conduct research into a wide range of technical issues as required
•    Learn quickly when facing new problems, a versatile learner, open to change, looks for clues to improvement, will try anything to find solutions, enjoys the challenge of unfamiliar tasks
•    Demonstrate ownership for user issue by solving and managing resolution process.  Performs follow-up to ensure user needs have been met
•    Ability to create training documentation and train in formal and informal settings
Preferred:
•    Project management skills

Education & Work Experience Required
Minimum Requirements:
•    5+ year of IT industry experience
•    Strong knowledge of troubleshooting computers and computer systems
•    Strong knowledge with Windows Operating Systems 
•    Strong knowledge of Excel
•    Knowledge of MS Office, including Word and Outlook
Preferred:
•    5+ year of IT industry experience
•    Strong knowledge of troubleshooting computers and computer systems
•    Strong knowledge with Windows Operating Systems 
•    Strong knowledge of Excel
•    Knowledge of MS Office, including Word and Outlook

Ascent Benefits
•    Benefits start day one
•    Generous 401(k)
•    PTO based on industry or job-related experience
•    Tuition assistance after 1 year
•    Twelve paid holidays
•    Many volunteer opportunities
•    On-site gym and yoga studio

Ascent Resources provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Ascent complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.