IT Support Analyst

 

Job Responsibilities / Overview

The IT Support Analyst will be responsible for providing technical assistance and support to end-users, resolving hardware and software issues, and ensuring the smooth operation of IT systems. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for technology.

 

Essential Duties Include:

Troubleshooting and Resolving Issues: Diagnose and fix hardware and software problems, ensuring minimal downtime for users. Utilize root cause analysis to identify and address the underlying causes of recurring issues. User Support: Provide technical assistance to users, guiding them through problem-solving steps and ensuring they understand the solutions. Documentation: Keep detailed records of issues, solutions, and procedures to help improve future support and provide a reference for recurring problems. Training and Guidance: Educate users on best practices for using software and hardware, helping them to maximize efficiency and avoid common issues. Performance Monitoring: Continuously monitor system performance and address any issues that arise to ensure optimal operation.

 

Qualifications:

Education, Certifications/Licenses:

Required: ITIL certified, BS/BA in Business, MIS, Engineering, Computer Science, or related field. Valid driver license. Preferred: MBA.

 

Related Work Experience:

Three (3) or more years of experience in the technology field demonstrating strong problem solving and organizational skills required. Experience working in a fast paced, highly collaborative environment with cross-disciplinary teams (Quality Analysts, Developers, Architects, and Analysts) and business groups (technical and non-technical) required. Experience Researching / Troubleshooting issues that are impacting key processes and procedures across Gas Technology Solutions supported applications. Experience creating Power BI or other reporting solutions to convey Problem & Health Management to the organization. Strong analytical, root cause analysis, and problem-solving skills with ability to elicit and efficiently document business rules and research technical issues. Experience in technology strategy and planning, business relationship management, business analysis, consulting and strong technical background as well as business knowledge. Experience with Remedy ticketing system or similar application.

 

Specific Skills & Competencies:

Required:

Support all functional areas and teams across Gas Technology Solution which includes researching and evaluating feedback or Remedy tickets onsite at various service centers. Ability to communicate technical information clearly to non-technical users. Provide technical scope and impact analysis for tracking purposes. Proactively gather feedback or responses from end users to continue improving systems effectively. Candidate must have strong communication and interpersonal skills and be able to work effectively with internal technology teams. Candidate must be able to work in a professional and field operations environment with limited direct supervision. Effectively organize tasks, manage multiple priorities, meet schedules, and deliver on commitments. Capability to analyze and comprehend business problems and provide solutions that will maximize its value to stakeholders.

Preferred:

Excellent interpersonal skills and strong, proactive communications skills including the ability to communicate complex concepts clearly across different audiences and varying levels required. Obtain extensive technical product and business knowledge to act as a subject matter expert to support Business Users, Product Owners, Developers and other Analysts within Gas Technology Solutions (GTS) organization.

 

Behavioral Attributes:

Models Our Values of Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance. Diversity: Values differences in people; understands different perspectives and frames of reference; recognizes the link between diversity and organizational success and supports an inclusive workplace. Teamwork: Communicates openly and values honesty; listens to others; works with others toward common goals. Must be able to build and effectively manage personal relationships within a large IT organization, various vendors, and business stakeholders. Innovation: Looks for ways to improve workplace effectiveness; solicits the creative ideas of others; efficiently works within budget and time constraints; exhibits willingness to work out of comfort zone. High degree of initiative and personal responsibility “ownership” for assignments. Demonstrates sound business judgment and outstanding customer service.

 

Addition Information: 

The incumbent works in an office and field environment, that will be required to travel out of state on a limited basis. Trips may require air travel and/or overnight stay away from home for one or more nights. Frequent Traveler: Travel to various local service centers is required, 50% - 80%.