TX Capital IAM Analyst

TX Capital IAM Analyst

Location: Jasper, TX

Position Overview:

Hours of operation: Monday - Friday, 7:00 AM - 6:00 PM

The IT Service Desk Analyst position focuses on the completion of tasks to support Client projects and is assigned to Client teams through all phases, individually or with a Senior Service Desk Analyst. The IT Service Desk Analyst will work with team members to support Service Delivery. This will involve working closely on environments for the assigned Client and ticket queue(s) to ensure established Service Level Agreements are exceeded. The IT Service Desk Analyst will be assigned to learn and become certified in the tasks necessary to support Provalus and its clients. IT Service Desk Analysts will also assist in training Junior IT Service Desk Analysts when assigned by the Team Lead. All Provalus employees are to ensure tasks adhere to the firm’s SOC 2 Type 2 compliance requirements. This includes participation in annual information and network security training and acceptance of spot checks on an ad hoc basis to guarantee that Provalus is constantly improving. Each member of our team must understand the importance of handling Client data.

Key Responsibilities:

• Perform certified tasks assigned by the Shift Lead and/or Team Lead.
• Provide Tier 1-2 level triage and ticket maintenance for the IT support environment.
• Provide effective oral and written communication to Clients and Junior Service Desk Analysts, leveraging approved documentation.
• Acquire and maintain certifications as assigned by the Delivery Manager or in the Career Progression & Education Plan.
• Continue career progression to meet the requirements of a Senior IT Service Desk Analyst.
• Train Junior IT Service Desk Analysts on qualified tasks.
• Perform other duties as assigned.
  

Qualifications:

• Solid understanding of computer hardware, software, and networking.
• Experience with Point-of-Sale (POS) is preferred.
• Excellent verbal and written communication skills and attention to detail.
• Experience with ticketing systems (ITIL) and knowledge base management.
• Ability and willingness to work individually and in a collaborative team environment.
• Strong troubleshooting skills and ability to resolve complex technical issues.
• I.E., Troubleshooting the POS system.
• Access computers and servers via RDP.
• Ability to follow processes, procedures, and work instructions to ensure consistent client experience.

Applications will be accepted through April 24th