Support Analyst

Job Description

The Support Analyst serves as a point of contact for employees requiring IT assistance. This office-based position provides support through telephone, email, instant messaging, and remote-access tools. The analyst will diagnose and resolve technical issues, maintain accurate ticket documentation, and coordinate with internal IT teams when additional functional or application support is required.

The position operates in a 24x7 rotational-shift environment and is responsible for managing incidents and service requests from initial logging through resolution and closure, in accordance with established service-level agreements and support procedures.

Responsibilities

⁠⁠⁠⁠ Duties and Responsibilities

• Troubleshoot IT systems and business applications, provide user guidance or training, generate reports, and accurately log faults.
• Work effectively within a 24x7 rotational-shift schedule.
• Respond to support requests received through telephone, email, live chat and other approved communication channels.
• Manage service requests and incidents from opening through closure while meeting defined service-level agreements.
• Follow established procedures for customer communication, call handling, email responses, and ticket documentation.
• Provide remote IT technical support to Oceaneering employees using approved remote-access tools.
• Identify, research, troubleshoot, and communicate technical issues, driving them toward timely resolution.
  
  

Supervisory Responsibilities

• This position has/does not have direct supervisory responsibilities.
  
  

Required

QUALIFICATIONS

• Bachelor's degree, preferably in Computer Science, or an equivalent combination of education and relevant experience.
• One to three years of IT support, including support for Windows 11.
• Working knowledge of Windows 11, Active Directory, Microsoft Office applications, and Microsoft 365.
• Strong analytical, troubleshooting, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills in English.
• Strong teamwork and interpersonal skills .
  
  

Preferred

• Microsoft, Cisco, and/or ITIL certification.