Senior Field Support Analyst

Description

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

Requirements

• High willingness to drive transformation and service improvement
• Strong customer / end-user / client service orientation
• Ability to manage multi-cultural and multi-located teams
• Knowledge of existing and emerging hardware and software technologies and IT architectures
• Certifications: A+ Certification and HDI certification (both HDI Support Center Analyst HDI Desktop Advanced Support Technician) required, MCSA Certification preferred
• 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
• 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)
• Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
• Strong analytical skills, including troubleshooting and integration of IT services
• Ability to conduct research into application development issues and products
• 4+ years of End User services experience with large teams to support
• Graduate degree in Computer Science, Engineering or related discipline with an IT focus
• Able to travel ~50% between US (Arkansas, Oklahoma, etc.)
• Strong problem solving, decision making, sound judgment, assertiveness in developing efficient and effective solutions to diverse and complex business problems

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance