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Corporate Support Technician III

Company: Loves Travel Stops & Country Store
Location: Oklahoma City
Posted on: November 19, 2019

Job Description:

Req ID: 144108
BASIC PURPOSE: The primary purpose of the Corporate Support Technician III role is to drive escalated incidents to resolution in a timely manner, provide leadership to junior team members and ensure that processes are continually improved and documented.

MAJOR RESPONSIBILITIES:
--- Receive and respond to escalated incidents regarding technology problems
--- Manually enter information in the ticketing system and manage tickets according to the incident management guidelines for the team
--- Perform remote analysis, diagnosis and resolution of complex technology problems for end-users, and recommend and implement corrective solutions
--- Perform on-site analysis, diagnosis and resolution of complex technology problems for end-users, and recommend and implement corrective solutions
--- Receive and respond to after hour calls, pages and/or e-mails regarding technology problems as part of an on-call rotation
--- Work with Procurement to maintain inventory control of all computers, notebook computers, printers and tracked peripherals
--- Document failure, repair, installation, and removal of desktop equipment or related components
--- Monitor network and systems reporting tools and communicate information on a regular basis about outages and issues within IT
--- Provide leadership to junior team members
--- Manage the incident queue and ensure that tickets are being worked according to documented procedures
--- Handle and document phone setups, decommissions, etc. in the corporate environment
--- Work with the Support Supervisor to accommodate employee moves
--- Perform imaging process of computers and notebooks
--- Troubleshoot both Windows and Apple environments
--- Other duties assigned as needed.

EDUCATION AND EXPERIENCE:
Education:
--- REQUIRED: HS Diploma or equivalent required
--- PREFERRED: Bachelor's Degree in the field of Computer Science/Management of Information Systems OR Associate's Degree in the field of Computer Science/Management of Information Systems with 2 years of desktop support experience
--- PREFERRED: Certifications pertaining to desktop/helpdesk support such as A+, MCP, MCDST, CCNA, etc.

Experience:
--- REQUIRED: 3 years in a desktop support role
--- REQUIRED: Previous experience in a 24x7x365 IT Operations environment
--- PREFERRED: 5 years in a desktop support role
--- PREFERRED: Experience with Microsoft System Center and particularly using SCCM for deployments

SKILLS AND PHYSICAL DEMANDS:
Skills:
--- Hard Skills: Technical knowledge of desktop/laptop computers, Apple products, peripherals, Windows 7, Windows 8, Windows 10 and the Microsoft Office Suite; ability to read and understand technical manuals, procedural documentation and OEM guides; capable of utilizing remote desktop support tools to solve problems; audio/visual systems integration and support; basic understanding of LAN and WAN internetworking devices like routers and switches; technical writing ability to develop knowledge base articles.
--- Soft Skills: Strong customer service orientation; effective interpersonal and relationship-building skills; strong written and oral communication skills; analytical and problem-solving abilities, with keen attention to detail; self-motivated and directed, with the ability to effectively prioritize and execute tasks under littler supervision; experience working in a team-oriented, collaborative environment; Demonstrated ability to read and write fluently in English.

Typical Physical Demands:
--- On-call availability as needed.
--- Requires prolonged sitting, some bending and stooping.
--- Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
--- Manual dexterity sufficient to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
--- Requires normal range of hearing and vision.
Job Function(s): [[mfield1]]

Founded in 1964 by Tom Love, Love's Family of Companies is headquartered in Oklahoma City, Oklahoma, and remains entirely family owned and operated. With more than 300 locations in 40 states, Love's approximate growth rate is 20 stores per year. Love's has consistently ranked in the top 10 on Forbes' Magazine's annual listing of America's largest privately held companies. From the first filling station in Watonga, Oklahoma, the Love's commitment has remained the same: "Clean Places, Friendly Faces."

Keywords: Loves Travel Stops & Country Store, Norman , Corporate Support Technician III, Professions , Oklahoma City, Oklahoma

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