IT Service Center Analyst

IT Service Center Analyst

Location: Tulsa, OK

Description

The IT Service Center Analyst I is a position that provides timely technical solutions to in-office and remote workforce regarding various hardware and software applications, in addition to analyzing and evaluating data, conducting research, and providing insights to improve the performance of information technology systems. Supports the strategy of resolving most user incidents within the Service Center, eliminating the need for escalation to other IT groups. This position may perform network and telephony support-related activities, ensure the accuracy and integrity of financial records and transactions, and interface with internal IT/IS and 3rd Party vendor personnel to resolve issues that impact end-users.  

ESSENTIAL DUTIES  

• Troubleshoot employee IT/network related issues via phone, email or chat.
• Ensure the accuracy and integrity of financial records and transactions.
• Evaluate existing systems and processes to identify areas for improvement.
• Maintain documentation related to IT systems, processes, and procedures.
• Utilize reports, dashboards, and data visualizations to communicate insights and recommendations to stakeholders.
• Monitor and troubleshoot IT systems and applications for issues and make recommendations for improvements.
• Participate in the implementation of new IT systems and applications, including testing, training, and user support.
• Configure, troubleshoot, install, repair, and resolve issues on various information systems and technologies.
• Manage IT assets according to policy and established procedures.
• Assist with various projects, deliverables, and tasks to support departmental and cross-functional projects.
• Maintain and mature positive professional relationships with our financial workforce.
• Assist with 3rd party technical support vendors as required.
• Manage, track and record activities and work utilizing the ITSM platform and meet established service level objectives.
• Utilize support-related procedural, technical, and administrative documentation.
• Provide support by addressing end-user issues and service requests.
• Escalate issues to higher-level analysts when necessary.
• Duties may require “on-call” support during non-business hours.
• May perform other duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS  
This level of knowledge is normally acquired through the completion of a bachelor’s degree in a technology field and/or 2+ years of related experience.

SKILLS: 

• Technical background and understanding of various endpoint device operating systems and hardware interfaces.
• Knowledge of the Microsoft 365 platform, various other software applications, and the propensity to quickly understand and support new applications with minimum prior exposure.
• Understanding of networking and telecommunications hardware and software.
• Strong written and oral communication skills.
• Self-motivated and demonstrated patience and overall courteous behavior when interfacing with the workforce.
• Ability to travel and work after hours when required.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

• Usual office environment with frequent sitting, walking, and standing.  
• Frequent use of eye, hand, and finger coordination enabling the use of office machinery.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
• This role may be subject to operational support after-hours.

WORKING RELATIONSHIPS/CONTACTS

• Internal:  Daily contact with workforce at all company levels to answer questions, resolve problems, communicate changes, and provide updates.
• External:  Occasional contact with 3rd party vendors to discuss product and service support.
• Supervision of others:  Position does not directly supervise workforce but is responsible for training and mentoring other Analysts or Technicians.

FINANCIAL ACCOUNTABILITY
The position does not have direct financial accountability for income or assets.