Senior Field Support Analyst

Key Responsibilities:

- Able to travel ~50% between US (Arkansas, Oklahoma, etc.)

- Serves as the IT liaison to regional business unit end users

- Provide desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives

- 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

- Escalate non-resolvable issues to higher-level teams in a timely manner

- Provide support and assistance for Business Unit process systems as required

- Create, monitor and enforce policies and procedures

- Create, distribute and update knowledge base solutions

- 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

- Resolve single and cross technology incidents independently

- Work with team members to resolve unusually complex or cross technology incidents

- Provide technical consulting during implementations and upgrades to production systems

- Build and maintain strong relationship up to senior management level within their Business Units in assigned regions

- Assist in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements

- Establishes and maintains positive and effective work relationships with co-workers, leaders, and customers

- Lead Customer Expectation management as part of escalation process

- Work on cross-team or large programs/projects and provide direct support to major/complex and strategic initiatives and programs

- Travel to other business sites to provide additional support or to attend training sessions

- Adheres to departmental standards and ensures appropriate use of information systems

- Perform reporting and administrative functions as required

Knowledge, Skills, Abilities and Competencies:

- Graduate degree in Computer Science, Engineering or related discipline with an IT focus

- Certifications: A+ Certification and HDI certification (both HDI Support Center Analyst HDI Desktop Advanced Support Technician) required, MCSA Certification preferred - 4+ years of End User services experience with large teams to support

- Ability to conduct research into application development issues and products

- Strong analytical skills, including troubleshooting and integration of IT services

- Knowledge of existing and emerging hardware and software technologies and IT architectures

- Strong problem solving, decision making, sound judgment, assertiveness in developing efficient and effective solutions to diverse and complex business problems

- Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies

- 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

- Ability to manage multi-cultural and multi-located teams

- High willingness to drive transformation and service improvement

- Strong customer / end-user / client service orientation

- 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)

#GFLTalent

We thank you for your interest. Only those selected for an interview will be contacted.

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