IT Support Technician

The Dolese Promise is built on a foundation of integrity driven by our passion for quality, safety, and reliability. We are one of Oklahoma's most respected employee-owned companies because of our people and our values. We strongly believe in positively impacting our communities through our products, our actions, and our financial support.

Being a part of the Dolese team affords a unique opportunity to join an organization that rewards its owners through profit sharing. Our employees are one of our most important resources, which is why we promise to deliver.

Dolese Delivers:

• Stable Foundation
• Treat with Respect
• Safe Environments
• Employee Focus

Job Summary:

This position works directly with our Technology Services teams and is responsible for receiving, documenting, triaging, troubleshooting, and resolving user requests via phone, email, in person, and through the service portal. Support Technicians use ITIL best practices, follow standard processes, maintain clear ticket documentation, provide consistent user communication, use approved knowledge articles, and escalate issues with complete information when additional support is needed.

Key Responsibilities / Essential Functions:

• Intake, document, triage, and resolve Tier 1 incidents and service requests.
• Provide support for Microsoft 365 Products, Windows workstations, other hardware, and business applications.
• Perform account support tasks, i.e., password resets, account unlocks, MFA assistance, and approved AD updates.
• Use approved remote support tools to troubleshoot user issues and provide timely assistance.
• Endpoint troubleshooting, software installation, device replacement, workstation refreshes, and application deployment activities.
• Communicate clearly with users across all media to provide status, next steps, and resolution details.
• Maintain precise ticket notes with issue details, troubleshooting steps, actions, resolutions, and escalations.
• Follow documented procedures, service desk playbooks, and knowledge articles to ensure consistent support.
• Escalate issues to other teams when needed, ensuring all required details are included.
• Assist with basic workstation deployment, replacement, application installation, and asset updates as assigned.
• Identify repeat issues, documentation gaps, or process improvement opportunities and share them with the Service Desk team.

Experience / Education / Skill:

• Previous experience in an IT Help Desk or similar technical support role preferred. (1+ years)
• Strong customer service, communication, and listening skills.
• Basic knowledge of Windows 10/11, Microsoft 365, printers, peripherals, and common support tools.
• Ability to follow documented procedures, use knowledge articles, and maintain accurate ticket documentation.
• Basic troubleshooting and problem-solving skills with the ability to escalate appropriately.
• Self-starter with a sense of urgency, professionalism, and willingness to communicate openly with the team.
• Willingness to learn Service Desk processes, support standards, and procedures.
• Strong attention to detail and ability to prioritize multiple support requests is a plus.
• A+ Certification preferred; Microsoft 365, Windows, or ITIL Foundation knowledge is a plus.

PHYSICAL REQUIREMENTS:

• Lift, push, or pull objects of various dimensions up to 30 lbs. of weight frequently
• Ability to perform 80% sedentary work and tolerate prolonged standing/sitting/walking
• Ability to repeatedly balance, bend from the trunk, crawl, kneel, push, and pull objects 
• Ability to use hands and fingers to handle or feel
• Ability to verbally communicate, hear, and have specific vision abilities, including close vision, distant vision, color vision, depth perception, and the ability to adjust focus.

EEO Statement:

We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, genetics, marital or protected veteran status. Dolese provides 'reasonable accommodations' to qualified individuals with disabilities in accordance with the American with Disabilities Act and applicable state and local laws. If you need a reasonable accommodation in order to complete the application process please contact the Human Resources Director.