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%.