IT Svcs.

Company Overview
Our primary product is energy, and where there is affordable, abundant energy, people are healthier, have access to better education, and are given greater opportunities to elevate their families to higher standards of living.
Nearly 3 billion people — roughly one-third of the global population — live without electricity or without clean cooking facilities. We are committed to providing energy in innovative and more sustainable ways to help raise the standard of living for those living in energy poverty and to meet the ongoing demands of people and economies around the world.
The products we deliver power increasingly cleaner electricity across the globe, fuel tractors and trucks, make fertilizer to keep the world's food supply on the table, and heat our schools, hospitals and businesses.
Our employees bring a wide range of talents and skills to the job every day to tackle complex business challenges. We believe in providing a truly rewarding work environment supported by a benefits platform that ranks among the best in our peer group. Our company offers career development opportunities where employees can grow personally and professionally. We promote employee benefits that cultivate a family-friendly work environment and focus on our employees' overall well-being.
We are committed to being a workplace where all employees are valued and can thrive with a sense of belonging. Our commitment to diversity and inclusion benefits our individual employees, our company and our external stakeholders; we are better as an organization when various ideas and perspectives are brought to the table.
Apache Corporation is a wholly owned subsidiary of APA Corporation (NASDAQ: APA). Apache has operations in the United States, Egypt's Western Desert and the United Kingdom's North Sea and a sister company with exploration opportunities offshore Suriname. Whether supporting Apache, APA Corporation or one of its subsidiaries, team members are employed by Apache Corporation.
For additional information about APA Corporation, please visit:
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The Support Analyst is an integral part of the Apache Information Technology team and is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.

**This role will be primarily responsible for the following**:

- Troubleshoot the end user’s issue and resolve upon first contact, when possible.
- Accurately record and document all details of the issue or service request, including categorization and priority into ServiceNow.
- Act as escalation point for the ServiceDesk team globally for technical issues that cannot be resolved within the team, before being routed to other groups.
- Provide training and knowledge transfer for ServiceDesk team as new technologies and software are being introduced into the environment.
- Perform password resets.
- Provide remote access/VPN support.
- Escalate issues to appropriate second
- Leverage internal and external resources (knowledge bases, manuals, support sites and vendors) to answer questions and resolve issues.
- Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.
- Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
- Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
- IT service desk analysts are expected to cover specific service and support shifts and manage a large number of end-user requests.

**EDUCATION**:

- High school diploma or equivalent (required)
- BA/BS degree in Computer Science or computer-related field (preferred)
- Computer software and hardware troubleshooting knowledge and experience
- Software and hardware certifications a plus

**EXPERIENCE**:

- Previous call center or IT service desk experience (preferred)
- At least two years experience in a customer service role
- Excellent customer service skills
- Strong troubleshooting skills
- Solid written and verbal communication skills
- Strong time management skills
- Mature and self-motivated professional able to work in a fast-paced and constantly changing environment Competencies

**Communication**: Writes, speaks, and presents information effectively and persuasively across communication setting;
**Results**: Pursues work with energy, drive, and results orientation to positively impact Apache's business success;
**Collaboration**: Works in partnership with others and encourages different perspectives, while building and maintaining trust; and

**Culture**: Willingness and abi