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.

• Provide technical support to users of internally built applications in a timely manner.
• Troubleshoot hardware and software issues via remote support or on-site visits to ensure optimal functionality.
• Offer moderate support for mobile devices, applications, and accounts.
• Serve as the primary point of contact for user inquiries and support requests.
• Provide rotational, off-hour support for emergency technical assistance.
• Conduct system testing and validation to ensure applications meet user needs.
• Provide technical support during installation activities
• Escalate unresolved or complex issues to the appropriate development or higher-level IT support teams.
• Collaborate with cross-functional teams, including developers, business analysts, QA, and project managers, to ensure seamless application support.
• Review and document support requests using a helpdesk ticketing system, ensuring precise and timely tracking and resolution.
• Maintain detailed records of daily data communication transactions and technical diagnostics.
• Consult technical manuals and interact with customers to investigate and resolve issues.
• Create and update FAQs and knowledge base articles to assist users in troubleshooting common issues.
• Oversee documentation of technical issues to promote proactive problem-solving and continuous improvement.
• Contribute to the establishment of standard operating procedures for managing IT support requests and incidents, ensuring consistent and efficient resolution aligned with best practices and organizational protocols.
• Support advanced hardware and software inventory management by assisting with tracking and procurement processes, ensuring accurate records and efficient inventory control.
• Provide input on the development of new applications and features based on user feedback.

• High School Diploma, GED, or Higher Secondary education and/or commensurate work experience is required.
• Bachelor's Degree in Information Technology, Computer Science, or a related discipline is preferred.

• 3+ years of relevant experience, preferably in areas such as Customer Service, Technical Support, 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 & Two-Factor Authentication
• Mobile Device Knowledge
• Issue Documentation & 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