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  • Job reference: RMS0103973

IT Support Analyst

  • Sector: ICT
  • Location: Houston
  • Job type: Contract
  • Date posted: 13/12/2011
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The Company:
Our client, an international major oil and gas operator, seeks an IT Support Analyst to join their team.

The Role:
The IT Support Analyst is responsible for safely providing level 1 and level 2 desk-side IT support to the project team.
This role requires customer focus, be quick to respond to the needs of users and show an eagerness to resolve technical issues.
It is important that the candidate takes a proactive approach to anticipating technical issues, hardware/software needs and new technologies.
This role supports a project team with 50-100 people split between two locations in Houston, Texas.
It is expected that the selected candidate will effectively prioritize their work and manage the IT needs of the project team with minimal supervision.
This role reports to the Information Management and Technology Lead on the project.

Responsibilities:
• Comply with all Company and project IT policies and procedures.
• Desktop computer hardware set-up, configuration and support including imaging/reimaging
• Software installation, configuration and troubleshooting
• Troubleshoot network connectivity issues and escalate to Level 2/3 support.
• Research, document, resolve and/or elevate technical issues/failures appropriately
• Respond and resolve technical questions and issues from staff.
• Log all customer requests and escalate to Level 3 support as required.
• Assist in system upgrades, data migrations, conversions and other maintenance
• Liaise with Contractor IT to resolve issues with Contractor provided telephone and voicemail systems; communicate phone lists and changes
• Manage the office security access and related records
• Represent IT needs of the project and purchasing of IT-related items through approved procurement process.
• Manage and maintain IT assets and peripherals using Company IT Asset Management tools.
• Coordinate IT relocation of Project Staff from Houston to any new third-party sites and vice versa.
• Maintenance of relevant project IT processes and procedures related to the role
• Support local and network printers
• Troubleshoot and support video conference system and conference room projectors, escalate to level 2/3 AV support as required.
• Monitor network usage at temporary site facilities using Company network monitoring tools
• Provide training on basic office applications windows operating system and network tools.

Essential Skills / Qualifications:
Bachelors’ degree in an IT related field preferred but will accept a 2 year associate degree
• Excellent oral and written communication skills.
• Minimum of 5 years relevant job experience working with large project teams
• Proven ability of customer service focus and a well rounded knowledge of Information Technology
• Demonstration of being a strong team player with analytical and problem-solving skills
Demonstrated experience:
• Supporting Windows Vista and MS Office environments (3 years)
• Supporting Microsoft Exchange and Outlook working with network technologies working with IBM/Lenovo laptops and/or HP desktops is preferred
• Supporting local and network printers is preferred
• Supporting audio visual and video conferencing technologies familiarity with AT&T Connect, VPN, Coreworx, eRoom, SharePoint, VOIP, and Cisco IP Communicator (Softphone)
• Supporting Blackberries, mobile phones, Bluetooth devices and air cards

Desirable Skills / Qualifications:
MS certified preferred
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