Job Summary

This position is accountable for providing detailed technical support to internal CITGO business customers and contractors.  Position is responsible for critical outage issue determination, issue/incident recording, issue resolution and issue escalation for CITGO supported applications, infrastructure, and software.  Independent decisions with limited supervisor assistance are critical in performing this job function.   

This position provides 24 hour support and on call rotation, a flexible schedule is required. It requires high levels of team interaction, coordination, communication, to assist in analyzing and developing technical solutions and procedures.  Initiate reviews with high level technical analysts to determine process improvements that provide higher levels of customer service. 

This position requires one-on-one interaction with business customers, over the telephone instruction, issue diagnostics and support along several disciplines of computer hardware and software from a multitude of vendors.  Position requires expertise in multiple areas of IT supported tools and products.

Minimum Qualifications

Bachelor's degree or 4 years of relevant experience in lieu of degree. 

Knowledge of information technology; hardware, software and technical background in IT field

Job Duties

• Resolve computer system(s) support issues reported to the IT Support Center.  Provide first-level contact and issue resolution for all users concerning hardware, software, infrastructure, and applications. Resolve issues using available tools and guided by Help Desk procedures and policies.  Provide accurate and detailed information of issues and resolutions in a ticketing management system.  Escalate issues as appropriate based on criticality of problem, coordinate communications and track resolution. Act as liaison between IT analyst and business customers to ensure accurate issue interpretation.

• Resolve/Monitor infrastructure issues/incidents reported by business customers and/or monitoring alerts. Using appointed tools such as Operations Manager, Maestro and Patrol to monitor performance and analyze critical systems alerts.  Clearly, accurately and concisely articulate issues and symptoms when escalating as appropriate to the issue and guided by Help Desk procedures.  Understanding of LAN & WAN, TCP/IP, Active Directory, DSN & DHCP networking technologies.  Exposure or familiarity with change management and incident management processes and procedures.

• Training, On Call and 24 hour support.  Maintain in-depth knowledge of Help Desk instructions and procedures.  Maintain communication between shifts.  Utilize internal resources to identify available technical training that will enhance and improve support levels delivered to our customers.  Attend and complete required training to maintain job performance and service levels.  Perform coaching and mentoring to others within our team.  24 hour availability for continuity of supporting the business

• Help Desk documentation, procedures and projects.  Review and recommend modification to procedures.  Ability to create webpages using a variety of tools to maintain Help Desk procedures and instructions.  Ensure they are current and reliable.  Proactively engage with team members to improve or correct procedures, policies, and documentation.  Work on assigned special projects as required

Job Duties II