IT Customer Support Analyst
Title:
IT Customer Support AnalystKBR Sustainable Technology Solutions (STS) provides holistic and value-added solutions across the entire asset life cycle. These include world-class licensed process technologies, differentiated advisory services, deep technical domain expertise, energy transition solutions, high-end design capabilities, and smart solutions to optimize planned and operating assets.
We are looking for an experienced IT Support Analyst to provide end-user support, maintain workplace IT services, and support the day-to-day technology needs of a multi-discipline engineering office.
Job Responsibilities:
Facilitate new user onboarding – ensuring hardware and software requirements are setup prior to commencement, conducting IT briefing on first day and provide ongoing support and assistance as required
Provide on-going IT technical support to company employees
Display core job competencies by identifying root causes of problems and analyzing and documenting possible solutions
Maintain the corporate ICT infrastructure inclusive of:- Build and maintain a standard baseline laptop image, incorporating KBR enterprise software; Ensure that network peripheral devices such as printers and scanners are functional; Monitor the Corporate backup solution and assist in recovery if/when required; As required, assist in the investigation of security breaches
Troubleshoot and respond to service desk tickets for software and hardware issues, including remote support of PC’s and peripherals in a networked environment
Escalate problems not resolved within established service levels
Follow up with customers to assure satisfactory incident closure, updating and closing related call records for work performed
Ensure work is performed in accordance to company policies, standards, and procedures
Assist with installing and de-installing software, PC’s and peripherals as required.
Participate in establishing and decommissioning offices and project sites as required by the IT Site Services Team. Maintains an accurate inventory of both deployed assets and warehouse equipment.
Perform own work and provides assistance to others as directed.
Provide helpdesk support within a multi-discipline engineering office.
Be a reliable source of information to internal and external clients
Maintain good relationships with other staff that support the performance of your work and promote good morale
Be proactive and prepared to champion new technologies
Support MS Office and CAD environments
Job Requirements:
Bachelor Degree in Information Technology or equivalent
Has 2-4 years’ of relevant experience
Has a deep understanding of Windows 11 and Microsoft Office 365 with advanced troubleshooting capabilities
Proven desktop, laptop and workstation hardware troubleshooting skills are important along with demonstrated know-how supporting COE software applications
Possess good interpersonal and communication skills