The IT service desk faces the challenging task of keeping MFA Oil technology, including that of all employees, up and running every day. Comprised of just 11 individuals, the department solves anywhere from 50 to 100 technology issues daily – some as simple as unlocking an employee’s online account and others that require more creative problem solving, such as determining why the internet is down in one specific part of the building.
“The unknown is always the trickiest problem to overcome,” says Brian Hynek, manager of the IT service desk department. “Solutions to technology problems don’t always follow a set procedure. We have to be wearing our thinking caps in order to identify and then solve each problem brought to our attention.”
The department specifically deals with solving technology issues for American Petroleum Marketers, Petro-Card 24, Big -O Tires, Break Time, Jiffy Lube, bulk and propane plants, as well as home office and Moberly Business Support Campus employees.
“We primarily focus on promoting customer service through the support of technologies used by employees in their day-to-day jobs,” Hynek says. “This could include fixing a broken printer or assisting in creating login information for a new hire.”
The IT service desk is one of the few departments that interacts with almost every area in the company. Often times, individuals in the department have to physically go assist employees facing an especially difficult technology issue that can’t be fixed over the phone or by email.
“A huge part of the IT service desk involves getting out in other departments and fixing any technology problems they may have,” Hynek says. “There is a huge misconception that all IT techs are hermits and like to be stuck behind their computers, but you really have to be a people person to be good at this job.”
Along with the network operations and development operations departments, the IT service desk falls under the umbrella of information technology services (ITS). The ITS areas were formerly organized into one large department. However, in the last 10 years the support teams were split into three sections to better focus on different company needs. While all departments manage a multitude of special projects, network operations focuses on highly advanced operations such as designing network, server, security and storage systems. Development operations focuses on business intelligence, EnterpriseOne (E1), web, database and application development and support, while the IT service desk hones in on customer service by solving our day-to-day technology issues.
Although the issues the team deals with come in a wide variety of forms and demand different skill levels, the IT service desk strives to resolve company technology issues promptly and efficiently. Employees can report a technology problem through one of four ways: a phone call (800-876-6357), registering an issue in the online tech support portal at servicedesk.mfaoil.com, emailing [email protected] or physically visiting the service desk on the first floor of the Columbia home office building.
“There is no average time it takes for a problem to get resolved,” Hynek says. “rarely are two problems or days in this department ever exactly alike, but we enjoy the challenges and are always ready to help out in any way we can.”
Get to Know the IT Service Desk
Brian Hynek
IT service desk manager
Originally from St. Louis, Brian Hynek graduated from the University of Missouri – Columbia in 2004. Before starting at MFA Oil in April 2007, Brian worked for a Texas-based consulting company, Mosaic Technologies. After starting in the company as a PC technician, Brian moved on to become a system administrator, then help desk supervisor and now works as manager of the recently formed IT service desk department. Brian will be married nine years this fall and has one child.
What has been your favorite family vacation destination? Mall of America.
What one word would your friends/family use to describe you? Talkative.
Where is the most interesting place you’ve traveled? Zion National Park in Utah.
Shane Griffith
retail technology supervisor
Originally from Springfield, Ill., Shane Griffith had a short stint at Missouri State before jumping into his IT career. Before joining MFA Oil as a PC support specialist in 2012, Shane worked with IBM for 13 years. Shane has been married for 11 years and has three boys.
What accomplishment are you most proud of and why? A recent highlight of mine would be a one-handed catch I made several months ago at my house. Our 18-month-old, Phoenix, found that bouncing on the bed was fun and was quickly on course to fall head first to the floor (picture baby dangling upside down by the one ankle and giggling). I’m sure we saved about 15 minutes of tears and a good sized knot on the head. I’m also sure he thought it was a game because he tried the stunt again several times after that. A small win, yes, but memorable for me.
What’s on your bucket list? I would like to skydive before it’s all said and done. If it’s anything like jumping Hartsburg levees as a high school teenager, I’m game.
What do you like to do in your free time? When I find free time, I like to golf, mow (yeah, weird I know, but it’s relaxing for me) and of course, catch the baby before he falls.
William Bybel
service desk analyst
Before working for MFA Oil, William Bybel worked as a computer consultant for Verizon, T-Mobile, AT&T, RCN and Unitek. In addition, William worked for government contracting companies that supplied support to schools, government agencies and hospitals. After starting as a consultant in August 2016, William was promoted to direct employee in November of last year. William is originally from Philadelphia.
What one word would your friends/family use to describe you? Joker.
What is your favorite holiday? Christmas is my favorite time of year. I don’t know if it’s the snow, lights, food, music or presents. I tend to think the collective amount of holiday cheer makes the season the best time for me. I also like giving gifts and wrapping them.
What has been your favorite family vacation destination? Working on my Uncle Bob’s farm in South Carolina as a kid, while taking care of all the animals. We had all kinds of animals, including chickens, cows, pigs, goats, rabbits and sheep. We also had cats, dogs and a boa constrictor.
Bill Bartimus
service desk technician
Before joining MFA Oil in 2008, Bill Bartimus worked with both the Scholastic book distribution and the Missouri Supreme Court in IT Operations, as well as a programmer/developer with a small company in St. Louis. Bill also previously owned his own financial advisory business buying and selling stocks and bonds for nearly 16 years. Originally from southeastern Illinois, Bill graduated from Southern Illinois University Carbondale with a degree in U.S. history. Bill has a son and daughter-in-law who live in Jefferson City, Mo. and one daughter who lives in Atlanta.
What has been your favorite family vacation destination? Edisto Island, South Carolina
What kind of music do you like? All genres, but I prefer classic rock, red dirt country and blues with lots of harp.
What is your biggest pet peeve? People being rude and disrespectful to others. People who are jerks.
Dan Shern
senior service desk technician
Dan Shern’s hometown is Columbia and he has worked at MFA Oil for the past three years. Before working for the company, Dan spent five years in the Marine Corps. Dan is married to Kayla Shern, a corporate recruiter for MFA Oil.
If you could live anywhere, where would it be? Honestly, I would stay right here in Columbia. But if I had to pick somewhere else, it would probably be Barbados. My wife and I went there a couple years ago and loved it. Everyone is so carefree and happy, and it is absolutely gorgeous.
What is the most interesting thing you’ve ever done? While my wife and I were in Barbados, we got to swim with sea turtles. It was such an amazing experience. Also, in Thailand, we got to play with baby lions, leopards and tigers.
Who inspires you the most? My parents both inspire me the most. I know it is cliché, but it’s the truth. My dad can fix or build anything and he is the most hardworking man alive. My mom has always been there for me for advice or just to rant with, and she cares about everyone without exception. Together they made me who I am and I couldn’t be happier.
Stephen Koenig
onboarding technician
Originally from Rochester, Minn., Stephen Koenig has worked with MFA Oil for one year. Before joining the company, Stephen worked as a business systems analyst at We Florida Financial. Stephen completed two undergraduate degrees, one at Truman State University and the other at Oregon State University.
What is on your bucket list? Eating a chocolate sprinkled donut on the Great Wall of China.
What is your favorite movie? Space Jam.
What do you like to do in your free time? Watch Space Jam while eating chocolate sprinkled donuts and imagining I am on the Great Wall of China.
Lorie Klippel
senior retail technician
Lorie Klippel will have worked at MFA Oil for 20 years this August. Lorie started in the company and has held many positions including Break Time retail inventory auditor, retail audit supervisor, POS coordinator and now a senior retail technician. Originally from Republic, Mo., Lorie graduated from the University of Missouri – Columbia with a degree in administrative management. She has been married for 34 years and has two children, as well as a son-in-law with a grandchild on the way.
Where would you spend all of your time if you could? Home with family. Also, as soon as my granddaughter arrives, I’ll be wherever she is.
What three words would you use to describe yourself? Funny, talkative and fairly OCD.
What is your biggest pet peeve? Improper use of words in writing and improper punctuation.
Ryan Jones
retail technician
Originally from Palmyra, Mo., Ryan Jones will be graduating from Mizzou in December. He has been at MFA Oil for a little over a year working as an intern, then a part-time retail technician and now a full-time retail technician.
What is your favorite movie? The Princess Bride.
What do you like to do in your free time? I love playing volleyball and video games.
What three words would you use to describe yourself? Easygoing, spacey and unorganized.
Mitch McCleary
service desk technician
Mitch has worked with MFA Oil for six years starting out as a sales associate and a manager for Break Time, then worked as a retail systems technician and now holds the position of service desk technician. Originally from Linn, Mo., Mitch graduated from the University of Central Missouri and now resides in Jefferson City, Mo. with his wife.
What one word would your friends/family use to describe you? Loyal.
What is your favorite holiday? Fourth of July – “Murica.”
What has been your favorite family vacation destination? One month visit to Switzerland.
Christopher Todd
service desk technician
Before joining MFA Oil in 2016, Christopher Todd worked for T-Mobile Tech Care, Burrell Behavioral Health IT department and HP technical support. Christopher grew up in Sparta, Mo.
What’s on your bucket list? See the Seven Wonders of the World, watch a major sporting event in Las Vegas and go diving in waters not infested with sharks.
What is your favorite movie? Star Wars Episode V: The Empire Strikes Back.
What do you like to do in your free time? Spending quality time with those I care about, reading, gaming and learning new computer tricks.
James Davis
retail technician
James worked at several school districts and a hospital before working for MFA Oil. Originally from Columbia, James lived most of his life in Chillicothe, Mo. before graduating from Grand River Technical School and North Central Missouri College.
Who inspires you to be better? My father is a strong source of inspiration to improve myself.
What are three interesting facts about yourself? I am an avid fiction reader, both my parents are the oldest of seven children and I have moved four times in the past three years.
Where would you spend all of your time if you could? Half of it with friends or family and half of it somewhere quiet and peaceful.