Analyst IT Support Sr

Overview

The Senior IT Support Analyst is responsible for providing advanced technical support and troubleshooting for end users within an organization. This role involves resolving complex IT issues, mentoring junior analysts, and ensuring smooth IT operations. The Sr. Analyst serves as a key escalation point for technical problems and works closely with IT teams to improve service delivery.

• Lead and mentor IT support analysts, ensuring balanced workloads and skill development.
• Serve as the primary escalation point for technical and managerial queries.
• Ensure adherence to SLAs and efficient issue resolution through ownership and proactive customer communication.
• Support the evolution of the service desk by aligning with ITIL v4 principles.
• Provide first, second, and third-tier troubleshooting, support, and problem resolution for a variety of problems.
• Take ownership of complex cases, provide advanced support, and collaborate with other IT teams for issue resolution.
• Ensure end user devices are secure and compliant with company policies.
• Manage user requests and issues promptly, minimizing business disruptions.
• Log and respond to support requests via Fresh Service and remote support tools, maintaining accurate records.
• Create and maintain knowledge base documentation for frequently occurring issues.
• Ensure professional and courteous handling of all support requests, providing regular status updates.
• Provide guidance and training on core IT systems (e.g., Office 365).
• Ensure that equipment for staff is provisioned correctly and on time.
• Triage and investigate potential security incidents.
• Assist in the rollout of new technologies, systems, and applications.
• Proactively identify and implement process improvements for IT service delivery.
• Stay informed about emerging technologies and trends.
• Generate regular reports on service desk performance (e.g., resolution times, customer satisfaction).
• Prioritize service desk requests based on business impact.
• Provide training and support to service desk team members.
• Proactively research and develop responses to enhance IT requests.

Education

• Must be a high school graduate or have HS equivalent
• Bachelor's degree preferred

Experience

• 5+ years' of level I/II technical/service-based experience required
• Experience implementing first call resolution and known fix/workarounds preferred
• Experience in installing, maintaining, and supporting IT equipment and software preferred
• Experience with ticketing systems such as Fresh Service preferred
• Experience in delivering ITIL Service Desk Objectives in a service management capacity preferred

Performance Competencies

• Leadership and Mentorship
• Escalation and Problem Resolution
• Service Delivery and Improvement
• Technical Expertise and Knowledge

Knowledge/Skills/Abilities

• In-depth understanding of IT service management (ITSM) frameworks (e.g., ITIL)
• Strong knowledge of operating systems, including Windows, MacOS, and Linux
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPNs, firewalls)
• Advanced troubleshooting and problem-solving skills for hardware, software, and network issues
• Strong analytical skills to diagnose complex technical problems
• Excellent communication skills for interacting with users and technical teams
• Proficiency in remote desktop tools and IT support software
• Ability to handle high-pressure situations and resolve critical IT incidents
• Ability to train and mentor
• Strong attention to detail when diagnosing and documenting IT issues
• Ability to work independently and take initiative on IT improvements

• Must possess a valid Driver License and satisfactory driving record to travel to locations other than primary office
• ITIL v4 Certification preferred

Safety Sensitive Job Classification:
This job is classified as a “safety-sensitive” position as defined by the Oklahoma Medical Marijuana and Patient Protection Act. Due to the “safety-sensitive” classification, an employee in this position would be subject to drug and alcohol testing, including random testing. Marijuana is one of the substances included in the drug panel screening. Possession of a medical marijuana license will not excuse you from the testing process or the consequences of testing positive for marijuana per the Family & Children’s Services Drug Free Workplace Policy, including possible revocation of a job offer or dismissal from employment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.