Senior Associate IT Analyst

Job Summary

This team member will be responsible for technology requests from Executives and other senior company leadership. This role requires a very high level of technical proficiency and requires an individual with executive presence and strong communication skills.

The team member must quickly and effectively diagnose and resolve issues related to PCs, mobile devices, videoconferencing, printers, business application software, telecommunications equipment and potentially local networks.

This position will also actively support enterprise mobility activities.

Performs a range of straightforward assignments. Contributes to tasks or projects within a team, function, or work group.

Practical working knowledge of a technical or specialty area. Exercises independent judgement in accordance with policies, procedures, techniques, relying on limited experience to plan and accomplish work.

Works under a moderate level of supervision.

Duties and Responsibilities

First point of escalation for all Priority Support requests.

Proactively and promptly, troubleshoot Executive / VIP support issues.

Work closely with support teams within the organization to own, coordinate, and drive escalations to closure.

Establish trust and maintain confidentiality in all executive support activities.

Participate in an on-call rotation to provide after hours and weekend support.

May require travel to executive team or planned events.

Provide expert IT guidance and training when needed.

Maintain up-to-date knowledge of latest corporate approved technologies / equipment.

Perform general IT maintenance tasks.

Resolve 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.

Research and recommend hardware and software solutions, including new product acquisitions and upgrades as needed.

May conduct training programs designed to educate organization’s computer users about basic and specialized applications.

Working with IT Client Services Manager, set realistic personal training and product certification goals.

Personal commitment to inclusion and diversity

Other duties as assigned.

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

Must be professional, motivated and energetic with a strong work ethic and positive attitude.

Proactive in anticipating and resolving problems.

Must have strong hands-on experience with troubleshooting and resolving issues in Windows 10, especially in an enterprise environment.

Strong troubleshooting experience with laptops, desktops

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Demonstrates self-awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

Proven team player

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Required Qualifications

High school diploma or GED

At least 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

An acceptable pre-employment background and drug test

Preferred Qualifications

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

Oil and Gas software knowledge.

Physical Requirements and Working Conditions

Requires prolonged sitting, some bending and stooping.

Occasional lifting of up to 40 pounds.

Manual dexterity sufficient to operate a computer keyboard.