User support analyst supervisor job description

Gulfport Energy Corporation is an Oklahoma City-based independent oil and natural gas exploration and production company with its principal properties located in the Utica Shale in Eastern Ohio, the SCOOP Woodford and SCOOP Springer plays in Central Oklahoma.

Gulfport aims to create sustainable value through the economic development of our significant resource plays in the Utica and SCOOP operating areas. Our strategy is to develop our assets in an environmentally responsible manner, while generating sustainable cash flow, improving margins and operating efficiencies and returning capital to shareholders. To accomplish these goals, we allocate capital expenditures to projects we believe offer the highest rate of return and we deploy leading drilling and completion techniques and technologies in our development efforts.
Title:
Supervisor - End User Support
Full-Time/Part-Time:
Full time
FLSA:
United States of America (Exempt)
Description:
Job Summary:
The Supervisor - End User Support, is responsible for supervising a team of End User Support Technicians to effectively manage the technology needs for the Company. This position is also responsible for all asset management of desktop IT assets, phones, and cell phones. In addition, this role will be the primary owner of the ServiceNow instance and manage our SaaS corporate phone solution.

Primary Responsibilities:
Manage a workload from the service now ticketing system by priority as assigned and or escalating through the proper channels when necessary.Provides personal computer deployment and support, including setup, installation, repairs, upgrades, migrations, and troubleshooting.Possesses professional presence and can effectively communicate and interact with all areas of the company, from field level personnel to executives.Provides support to end users for hardware, software, and local area networks issues. Work with third-party tech support, senior level engineers and or the network team when necessary to resolve issues.Maintains the necessary hardware and software inventory and oversees the administration of required licenses.Listens to others and communicates in an effective manner that fosters open communication. Escalates issues when necessary.Facilitates problem solving and collaboration among peers. Helping to ensure group-wide discussions and participates in the decision-making process to bring issues to closure. Mentoring other technicians on new resolutions with proper documentation.Generates and updates reports on all issues and activities to management.Creates well written technical and business documentation for end users.Provides business support / technical assistance to the company team members both local and remote in the use of Microsoft O365, Microsoft Windows, VPN software and various proprietary applications.Provides first level support for various infrastructure solutions including networking.Configures, installs, supports, troubleshoots and repairs client workstations, printers, mobile devices, audio, video and office equipment.Coordinate's support and requests with other support levels and vendors.Assists other members of technical staff with installation and support issues when requested.Provide timely follow-up to users and management on all support issues by ensuring that all phases of endpoint support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.Other duties as assigned by management

Knowledge, Skills, Abilities:
Experience leading teams and people within end user support Must be able to effectively prioritize and assign work to meet deadlines Demonstrate excellent written and oral communications skills with the ability to articulate technical solutions for both technical and non-technical audiences Proven collaboration skills with other groups Understand report/data requirements and the ability provide a solution to the business Follow SOX and corporate guidelines for testing and implementing changes into production environment Must demonstrate a commitment to continuous learning and mentor Proven ability to create business requirements, business processes, and project plans Experience in defining detailed business requirements to support strategic and/or tactical projects Ability to identify opportunities and transform them into quantifiable and achievable initiatives

Education/Experience:
Bachelor's degree or equivalent experience (indicate specific field, if required)5-7 years of experience in management & information TechnologyAdvanced level experience/knowledge of Microsoft O365, Windows, and PC and Mac laptops/desktops.Experience with ServiceNow

Physical Requirements:
The ability to use a computer or phone for extended periods of time Basic use of office equipment such as copier, fax machines, plotter Ability to lift 25 pounds occasionally Ability to concentrate Ability to sit for long periods of time

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, etc.

Position Type and Expected Hours of Work: This is a full-time salaried position. Days and hours of work can vary due to workload/needs of the company.

Travel: Frequent out of town travel is possible with this position.

Equal Opportunity Employer:

This description is intended to describe the type of work being performed by a person assigned to this position. It is not an exhaustive list of all duties and responsibilities required by the employee.

Gulfport Energy is an Equal Opportunity Employer and is committed to the principles of equal employment opportunity for all employees and applicants for employment. Gulfport also provides reasonable accommodations to qualified individuals with disabilities, except where such an accommodation would cause an undue hardship.