Family & Children's Services · 2 days ago
Analyst IT Support Sr.
Tulsa, OK
Full-time
Onsite
Senior Level
5+ years expFamily & Children's Services is seeking a Senior IT Support Analyst responsible for providing advanced technical support and troubleshooting for end users within the organization. The role involves mentoring junior analysts, resolving complex IT issues, and ensuring smooth IT operations.
Health CareSocial AssistanceSocial ImpactWellness
Responsibilities
Lead and mentor IT support analysts, ensuring balanced workloads and skill development
Serve as the primary escalation point for technical and managerial queries
Ensure adherence to SLAs and efficient issue resolution through ownership and proactive customer communication
Support the evolution of the service desk by aligning with ITIL v4 principles
Provide first, second, and third-tier troubleshooting, support, and problem resolution for a variety of problems
Take ownership of complex cases, provide advanced support, and collaborate with other IT teams for issue resolution
Ensure End user devices are secure and compliant with company policies
Manage user requests and issues promptly, minimizing business disruptions
Log and respond to support requests via FreshService and remote support tools, maintaining accurate records
Create and maintain knowledge base documentation for frequently occurring issues
Ensure professional and courteous handling of all support requests, providing regular status updates
Provide guidance and training on core IT systems (e.g., Office365)
Ensure that equipment for staff is provisioned correctly and on time
Triage and investigate potential security incidents
Assist in the rollout of new technologies, systems, and applications
Proactively identify and implement process improvements for IT service delivery
Stay informed about emerging technologies and trends
Generate regular reports on service desk performance (e.g., resolution times, customer satisfaction)
Prioritize service desk requests based on business impact
Provide training and support to service desk team members
Proactively research and develop responses to enhance IT requests
Qualification
Required
Must be a high school graduate or have HS equivalent
5+ years' of level I/II technical/service-based experience required
In-depth understanding of IT service management (ITSM) frameworks (e.g., ITIL)
Strong knowledge of operating systems, including Windows, MacOS, and Linux
Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPNs, firewalls)
Advanced troubleshooting and problem-solving skills for hardware, software, and network issues
Strong analytical skills to diagnose complex technical problems
Excellent communication skills for interacting with users and technical teams
Proficiency in remote desktop tools and IT support software
Ability to handle high-pressure situations and resolve critical IT incidents
Ability to train and mentor
Strong attention to detail when diagnosing and documenting IT issues
Ability to work independently and take initiative on IT improvements
Must possess a valid Driver License and satisfactory driving record to use agency and/or personal automobile to travel to locations other than primary office
Preferred
Bachelor's degree preferred
Experience implementing first call resolution and known fix/workarounds preferred
Experience in installing, maintaining, and supporting IT equipment and software preferred
Experience with ticketing systems such as FreshService preferred
Experience in delivering ITIL Service Desk Objectives in a service management capacity preferred
ITIL v4 Certification preferred
Company
Family & Children's Services
Family & Children's Services provides counseling and support solutions for child abuse, trauma, mental illness, and addiction.
1001-5000 employees
H1B Sponsorship
Family & Children's Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
KeyBank Foundation
2023-12-18Grant
Leadership Team
Adam Andreassen
Chief Executive Officer
Allison Loehr
Chief Operating Officer & General Counsel
Recent News
Company data provided by crunchbase