IT Priority Support, Senior Associate Analyst

Duties And Responsibilities

• Acts as first point of escalation for all priority support requests.
• Proactively and promptly troubleshoots Executive/VIP support issues.
• Works closely with support teams within the organization to own, coordinate, and drive escalations to closure.
• Establishes trust and maintains confidentiality in all executive support activities.
• Participates in an on-call rotation to provide after hours and weekend support.
• Provides IT guidance and training when needed.
• Maintains up-to-date knowledge of latest corporate approved technologies/equipment.
• Solves moderate to complex problems immediately; if needed, more complex IT issues will be coordinated with higher level support staff with the team member owning and tracking the issues through resolution.
• Researches and recommends hardware and software solutions, including new product acquisitions and upgrades as needed.

Skills And Competencies

• Excellent written and verbal communication skills, as well as being able to explain technical concepts in non-technical terms when necessary.
• Exceptional customer service and interpersonal skills.
• Professional, motivated and energetic with a strong work ethic and positive attitude.
• Proactive in anticipating and resolving problems.
• Strong hands-on experience with troubleshooting and resolving issues in Windows 10, especially in an enterprise environment.
• Strong troubleshooting experience with laptops and desktops.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Required Qualifications

• A high school diploma or GED.
• Minimum of two (2) years of related experience.
• Requires considerable hardware and software knowledge including, but not limited to, MS Office Suites, current Windows operating systems, etc.
• Ability to travel as needed.
• Able to work an on-call rotation to provide after-hours and weekend support.
• An acceptable pre-employment background and drug test.

Preferred Qualifications

• A bachelor’s degree or higher in Computer Science, MIS, or related field from an accredited College or University.
• Second level Help Desk support experience.
• Experience supporting iOS mobile devices using an MDM solution such as Microsoft InTune.
• Experience supporting conference room and other AV equipment.
• Oil and Gas software knowledge.