IT SUPPORT ANALYST
***NO C2C***
CONTRACT LENGTH: 6 to 18 months (Contract to Hire)
CONVERSION TO FTE: Current plan is yes, contingent on performance and role fit
EXPECTED START DATE: January 13th, 2025
SHIFT: Day Shift, 8 hours per day
WORK ARRANGEMENT: Hybrid Remote (approximately 85 percent remote; occasional on-premises visits may be required)
KEY RESPONSIBILITIES:
Provide vertical application support through the Service-Now incident group, addressing user-submitted issues related to the internal applications suite for PSL.
Work collaboratively with the escalation team and developers to resolve complex technical issues.
Analyze procedural transactions to identify failures and recommend appropriate remediation steps.
Maintain a high level of customer service and effectively engage with internal and external customers.
Participate in defining support processes and procedures, producing reports and metrics as required.
Support team objectives by completing related tasks as directed.
TOP THREE SKILLS REQUIRED:
Analytical Skills: Ability to analyze procedural transactions to identify failures and advise on remediation steps.
Adaptability: Capable of functioning in a fast-paced environment and shifting focus between various issues while awaiting external assistance.
Customer Service Skills: Strong interpersonal skills to effectively assist and communicate with users.
QUALIFICATIONS:
Education: Typically acquired through an undergraduate degree in Computer Science, Management Information Systems, or equivalent work experience.
Experience: Minimum of 1 year in Information Technology, including experience in customer support; experience in a software development environment is beneficial but not necessary.
Language Skills: Bilingual in English and Spanish is essential.
Location: Candidate must be located in the Tulsa area.
ADDITIONAL REQUIREMENTS:
Some knowledge of SAP S4 is beneficial, though not mandatory.
Basic PC/LAN knowledge for daily troubleshooting tasks.
Ability to work under direct supervision while assisting others as needed.
This role plays a crucial part in ensuring the effective operation of IT support processes and contributes to the overall success of the organization by addressing and resolving user issues efficiently.
