Support Analyst

Houston, TX 77036 | Contract

Post Date: 08/02/2018 Job ID: 2018-52 Industry: Financial Services Type: Contract Pay Rate: $20.00 - $25.00 per hour (W2 Only)

Financial Services Company located in Southwest Houston is searching for a Support Analyst with a technical background supporting customers on a wide variety of technical computer issues.


  • Bachelor’s degree preferred


  • Provide a single point of contact to the organization for information technology related problems.
  • Assist business customers with telephone, email or trouble ticket inquiries to resolve or escalate IT systems issues and problems.
  • Provide support, incident management and client communications for IT systems faults and service requests.
  • Provide first line support for any information technology issues and problems.
  • Provide assistance by phone, email, remote support tool and/or using a ticket management system.
  • Ability to effectively communicate with users at all levels including executives & VIPs
  • Update the internal knowledge base with issue resolution or troubleshooting details.
  • Track user account creation, changes and deletions.
  • Perform password resets and re-certify tokens.
  • Support computers, laptops, tablets, smart phones and applications.
  • Responsible for installation, configuration, updates & ongoing functionality of related software, machines & other peripheral equipment within established guidelines.
  • Assist with account maintenance including rights, permissions and systems groups.
  • Assist with fulfilling mobile device orders & upgrades
  • Participate in new product, version or equipment testing &stay up to date on latest tech
  • Track all issues to resolution.
  • Manage critical incidents.
  • Escalate problems as required to Tier 2 and Tier 3 support teams.
  • Quickly and accurately determine incident scope and impact.
  • Follow up on tickets at pre-defined intervals until resolved.
  • Act as a liaison between customers and technical escalation teams and/or vendors.
  • All duties assigned by ITS Management, in addition to the items listed above.

Other Knowledge:

  • Working knowledge of basics Windows functionality and fundamental operations of relevant software, hardware and other equipment
  • Working knowledge of smart phones & mobile devices uses & features
  • Knowledge of relevant call tracking applications
  • Knowledge and experience with Customer Service best practices & soft skills
  • Related experience and training in troubleshooting and providing help desk support


  • Excellent oral and written communication skills
  • Strong Customer Service skills
  • Problem solving & problem analysis skills
  • Ability to multi-task
  • Ability to work well in a team environment
  • Ability to follow corporate standard & procedures
  • Good time management, planning &organizing skills
  • Attention to detail
  • Stress Tolerance


  • US Citizens and those authorized to work in the U.S. are encouraged to apply.
  • Our client is unable to provide H1B Visa sponsorship at this time.
  • Unable to provide relocation assistance
  • Unable to work C2C with third party vendors

Contract Assignment:

This is a 3-month contract assignment on W2 Only.

Resume Submittal:

Please submit your resume in MS Word format to


Marie Mikelson
President - Executive Recruiter

Marie is a native Houstonian and has put her energy in building ProFound’s business relationships. She has specialized in IT and software development recruiting in the Houston area since 1999. You will often hear Marie tell people to “get-into-our-circle” because she knows people, companies and she’s working on new jobs all the time. As a professional networker, Marie practices good habits in business development, recruiting, customer service, working with a sense of urgency to help people. She believes in having a foundation of long term relationships in order to be a successful Business Owner, Recruiter and Business Developer.

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