IT Field Support Analyst - Tier II

Key Responsibilities

• Serves as the IT liaison to regional business unit end users
• Provide desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations
• Escalate non-resolvable issues to higher-level teams in a timely manner
• Provide support and assistance for Business Unit process systems as required
• Create, monitor and enforce policies and procedures
• Create, distribute and update knowledge base solutions
• Evaluate, design and implement new systems that increase productivity or enhance overall business operations
• Integrate technical knowledge and business understanding to resolve problems for customers
• Work with team members to resolve unusually complex or cross technology incidents
• Provide technical consulting during implementations and upgrades to production systems
• Build and maintain strong relationship up to senior management level within their Business Units in assigned regions
• Assists in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements
• Establishes and maintains positive and effective work relationships with co-workers, leaders, and customers
• Provide leadership within team and assists with training and mentoring other Field Support Analysts in their daily tasks
• Lead Customer Expectation management as part of escalation process
• Work on cross-team or large programs/projects and provide direct support to major/complex and strategic initiatives and programs
• Travel to other business sites to provide additional support or to attend training sessions
• Adheres to departmental standards and ensures appropriate use of information systems
• Perform reporting and administrative functions as required

  Knowledge, Skills, Abilities and Competencies

  • Graduate degree in Computer Science, Engineering or related discipline with an IT focus
  • Certifications: A+ Certification and MCSA Certification preferred
  • 5+ years of End User services experience with large teams to support
  • Ability to conduct research into application development issues and products
  • Strong analytical skills, including troubleshooting and integration of IT services
  • Knowledge of existing and emerging hardware and software technologies and IT architectures
  • Strong problem solving, decision making, sound judgment, assertiveness in developing efficient and effective solutions to diverse and complex business problems
  • Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
  • Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance with service level commitments
  • Ability to manage multi-cultural and multi-located teams
  • High willingness to drive transformation and service improvement
  • Strong customer / end-user / client service orientation
  • Strong relationship building and interpersonal skills
  • Work experience in a related industry setting is a plus
  • Work experience at an IT service provider is a plus (managerial and/or delivery level)
  • Able to travel - 60% Travel between Missouri and Kanas (potentially TN/KY)