Support Analyst

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-accesstools. 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.

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-shiftschedule.

• Respond to support requests received through telephone, email, live chatand 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-accesstools.

• Identify, research, troubleshoot, and communicate technical issues, driving them toward timely resolution.

Supervisory Responsibilities

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

Required

• 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.