IT Business Analyst II
Houston, TX (100% on-site)
Duration:
initial 6 month contract (W2, not eligible for C2C)
Pay:$57-62/hr
We are seeking a detail-oriented and customer-focused Level 1 Support Analyst to provide first-line support for enterprise business applications. This role serves as the initial point of contact for internal and external users, managing incoming support requests, documenting issues, and performing initial troubleshooting and triage.
Key Responsibilities
- Serve as the first point of contact for application support requests received through phone, email, and ticketing systems.
- Log, categorize, and document incoming support requests with accuracy and attention to detail.
- Perform initial issue triage to assess severity, priority, and determine whether requests involve bugs, enhancements, or general inquiries.
- Escalate complex technical issues to Level 2/Level 3 support and development teams with clear documentation and relevant details.
- Communicate professionally with users, acknowledging requests and providing timely updates on issue status and resolution.
- Collaborate with offshore development teams to facilitate efficient troubleshooting and issue resolution.
- Maintain accurate records of support activities, resolutions, and follow-up actions.
- Identify recurring issues and recommend improvements to support processes and knowledge base documentation.
- Monitor and adhere to established service-level agreements (SLAs) and support procedures.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- 1–3 years of experience in application support, technical support, or a help desk environment.
- Strong verbal and written communication skills with a professional, customer-focused approach.
- Technical aptitude and the ability to quickly learn enterprise application functionality.
- Experience using ticketing systems and support tools to track and manage requests.
- Excellent organizational skills and attention to detail.
- Ability to work independently while collaborating with remote and cross-functional teams.
Preferred Skills
- Familiarity with the Software Development Life Cycle (SDLC) and issue-tracking tools such as Azure DevOps or Jira.
- Basic knowledge of SQL databases and the ability to write SQL queries.
- Experience supporting web-based or enterprise business applications.
- Understanding of basic application troubleshooting and user support techniques.
- Exposure to Agile/Scrum methodologies.
- Previous experience supporting applications within the energy or industrial sector is a plus.
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