IT Support Analyst

The IT Support Analyst position is responsible for providing the frontline, single point of contact for business partners requiring assistance from the Technology Organization (TO) for issue resolution and service request fulfillment, and new events that come into the Technology Service Desk (24x7). The RLC analyst must combine World Class customer service and is also a technical expert that uses those skills to ensure that TO's business partners' needs are handled on the initial contact, as often as possible., The IT Support Analyst position requires the analyst to be available to take calls, utilizes phone and voice communication technologies to interact with business partners, responding to support needs in a timely fashion with excellent customer service.

The analyst in this position must strive to increase the value received from end-user technology products by communicating and educating others about current products and/or future products, and acts as a coordinator, performing communication touchpoints with Infrastructure Operations Center, Application Portfolio teams and products owner, Workplace Support, etc.

2. Communication and Teamwork - 25%

The analyst in this position also follows established processes and procedures and adheres to all Sarbanes-Oxley controls.

The analyst should demonstrate teamwork when working with other technology departments and key business units to inform appropriate parties when issues arise with product deployments, updates and changes, as well as degraded service.

3. Other Responsibilities - 10%

The IT Support Analyst must ensure that all incidents are completely and appropriately documented so that trend analysis and call avoidance analysis can be completed.

This position is a technical expert who consults with and fixes technology issues for clients and develops solutions.

This position is critical for ensuring that business partners' technology needs are met and that business partners are satisfied.

Pay: $38.00 - $42.00 per hour

Application Question(s):

• 1. Tell us about your experience working in a Technical Help Desk, Service Desk, or IT Support environment. What types of issues have you supported most frequently?

B.S. degree in a technology-related field, preferred.

1 to 3 years' experience in computer/technology field, preferred.

Thorough knowledge of information technologies and an understanding of infrastructure and telecommunication transport.

Ability to build and maintain relationships within IT and other departments.

Demonstrated willingness to take ownership of technical issues.

Exceptional analytical abilities and problem-solving skills.

Ability to manage multiple tasks and multiple priorities.

Ability to make decisions with little or no management input and in absence of prior existing guidelines.

Self-starter, initiative, and independent thinking.

Strong customer service skills.

Strong oral and written skills.

Comprehensive knowledge of the Southern Company IT software and hardware configurations including but not limited to:Desktop configurations (PC's, printers, phones/radios)

Network configurations

Windows 10, etc.

Comprehensive knowledge of LAN/WAN technology.

Working knowledge of mainframe technology and associated applications.

Working knowledge of access technologies and telecommunication terminology.

Comprehensive knowledge of Remedy Event Management System., 2. What experience do you have using AI tools (e.g., Microsoft Copilot, ChatGPT, virtual agents, or knowledge assistants) to troubleshoot issues, assist customers, or improve support efficiency?

3. What technical areas are your strongest (e.g., Windows, Microsoft 365, Active Directory, networking, mobile devices, identity management)? Which areas are you currently working to strengthen?
4. How have you applied your technical knowledge and troubleshooting skills to resolve complex or high-impact user issues? Can you provide an example?
5. How would you describe your communication and customer service skills? How do you handle difficult or frustrated customers?