Information Technology Support Analyst

The Senior IT Support Analyst role is responsible for delivering quality IT support across the enterprise. This role will lead the development, implementation, and maintenance of programming and technical standards across the organization, and act as a technical mentor to more junior members of the team, fostering a culture of continuous learning and improvement.

• Oversees and guides the analysis and design of complex systems/enhancements to meet evolving business needs. Ensures that solutions are user-friendly, scalable, and adaptable to future requirements.
• Establishes and enforces design standards and guidelines, ensuring that systems meet both company performance metrics and industry best practices.
• Effectively communicates project designs, timelines, and status updates to cross-functional teams, senior management, and end-users. Facilitates collaboration and alignment among stakeholders.
• Conducts in-depth system analysis leveraging a deep understanding of operating systems, file structures, database management, and various tools/utilities used within the organization.
• Leads the development, implementation, and maintenance of programming and technical standards across the organization. Acts as a technical mentor, fostering a culture of continuous learning and improvement.
• Drafts comprehensive specifications for system enhancements, corrections, and new development projects, ensuring alignment with business objectives.
• Leads the evaluation of new hardware and software technologies, assessing their potential integration within the existing or planned IT infrastructure.
• Provides expert advice on the adoption of new techniques and technologies, performing cost-benefit analyses, and advising on resource allocation, including personnel, time, and hardware requirements.
• Oversees the creation and maintenance of detailed documentation for system specifications, operating procedures, and user instructions. Ensures that documentation is up-to-date and accessible.
• Reviews and revises existing systems and processes to address deficiencies and enhance the efficiency of data handling, conversion, input/output requirements, and storage solutions.
• Leads the design, coding, testing, and debugging of complex programs to support critical business applications. Ensures that solutions are reliable, secure, and performant.
• Provides guidance and mentorship to junior team members, fostering their professional development and ensuring the team’s technical proficiency aligns with organizational goals.
• Collaborates with other IT teams and business units to ensure integrated solutions that meet the company's strategic objectives.
• Undertakes additional responsibilities as assigned by senior management, including leading strategic initiatives and driving continuous improvement across the IT department.

QUALIFICATIONS

• Bachelor’s degree (B.S.) or equivalent in Computer Science Information Technology, or related field.
• Preferred Master’s degree in related field.
• 7-10 years’ experience in IT Support, system analysis, or a related field is required.
• 3-5 years’ experience in a senior or leadership role within IT, managing projects and teams.
• Experience in system design, implementation and support.
• Proven experience in leading and managing IT projects, from inception to completion.
• Experience in applying project management methodologies (e.g., Agile, Waterfall).
• Demonstrated expertise in operating systems, database management, programming, and systems integration.
• Experience with enterprise-level IT infrastructure, including networks, servers, storage, and cloud computing.
• Involvement in strategic IT planning and decision-making, including evaluating and implementing new technologies and processes.
• Experience managing vendor relationships, negotiating contracts, and overseeing service level agreements (SLAs).
• Commitment to excellence and high standards
• Excellent written and oral communication skills.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.