IT Customer Support Professional

At Devon, we will offer you a career full of energy and unmatched opportunities to solve today's greatest challenges. Innovation, creative problem-solving and positive change happen when people step out of their comfort zone and think differently. Our values, workplace practices, wellness programs, benefits and compensation are aimed at helping employees manage their unique personal life and care for their families so they can focus on contributing to the fullest.

The IT Customer Support Professional, working under immediate supervision, is responsible for providing initial technical support to end‑users, logging and categorizing support requests, performing regular system checks, documenting end‑user problems, routing customer inquiries to the relevant personnel, and empowering users through education. The role troubleshoots hardware and software issues, employs remote support or on‑site visits and offers rotational, off‑hour support for emergency technical assistance.

The role performs regular checks and maintenance tasks to uphold the optimal functionality of IT systems, proactively addressing potential issues and ensuring the continuous and reliable operation of the technology infrastructure. The role adheres to established standard operating procedures when managing IT support requests and incidents, ensuring consistent and efficient resolution aligned with best practices and organizational protocols.

• Addresses end‑user assistance requests, demonstrating basic computer proficiency in client operating systems and desktop applications to ensure efficient support and contribute to seamless IT Customer Support operations.
• Works under immediate supervision, questions and documents end‑user issues following standard procedures, then directs them to relevant support personnel for resolution, demonstrating the initial steps in managing data‑related challenges within established protocols.
• Offers initial technical support regarding mobile devices, applications, and accounts to end‑users, actively addressing and resolving a spectrum of routine IT‑related issues and inquiries to ensure seamless functionality and user satisfaction.
• Provides technical assistance to users by troubleshooting hardware and software issues, to ensure optimal functionality and offers rotational, off‑hour support for emergency technical assistance.
• Adheres to established standard operating procedures when managing IT support requests and incidents, ensuring consistent and efficient resolution in alignment with best practices and organizational protocols for effective IT service delivery.
• Captures and documents technical issues, assists in maintaining detailed records of products distributed, information regarding the solutions issued, and notes on ongoing tasks.
• Addresses customer inquiries, elevates intricate problems to higher support tiers as needed, and meticulously follows up to confirm resolution, ensuring efficient and thorough solutions to enhance the overall customer support experience.
• Empowers customers by educating them on product features and best practices, enabling them to optimize the value derived from products and services used.

• High School Diploma/General Education Diploma (GED)/Higher Secondary education is required. Bachelor's Degree in Information Technology, Computer Science or any other related discipline is preferred.

• 3+ years of relevant experience, preferably in areas such as Customer Service, Technical Support, and Information Technology or a related field. Industry experience is preferred.

• Oral & Written Communication
• Results Oriented
• Active Learning
• Digital Literacy
• Business Acumen

• Helpdesk Ticketing System
• Customer Relationship Management (CRM)
• Troubleshooting
• Software Deployments
• Hardware and Software Diagnosis
• Root Cause Analysis (RCA)
• Active Directory and 2 factor Authentication
• Mobile Device Knowledge
• Issue Documentation and Analysis
• IT Service Desk Tools

Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.

For more information on Equal Employment Opportunity, please follow these links: EEO is the Law EEO is the Law Supplement Pay Transparency Provision