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User Support Analyst - Contract
Houston, TX
Job Description
Westlake Chemical offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate. Westlake Chemical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.
If you are an active Westlake Chemical employee (or an employee of any Westlake Chemical affiliates), please do not apply here. Please go to your Workday homepage and click on the "Careers" worklet and view "Westlake Career Opportunities".
SUMMARYThis is a temporary contract assignment. The User Support Analyst's role is to support the operation of the organization's computing infrastructure, acting as an initial contact for support to I.T.'s customers, and to assist I.T. customers through the support process.DUTIES AND RESPONSIBILITIESMay include, but are not limited to, the following:Provide excellent customer service to I.T.'s customers by assisting them during the support process.
Make recommendations to his or her supervisor for improving customer service operations.
Use the systems and devices provided, in order to turn around service issues as efficiently as possible.
Provide second-level support for all computing issues, with a goal of meeting metrics aligned with I.T. Customer Services' goals.
Assume ownership of I.T.'s customers' service requests assigned to him or her, and will assure that service requests are handed off to higher tiers of support, if needed, in an organized fashion.
Provide high-quality and timely communications to I.T.'s customers during the service process, using frequent verbal and written communications. Actions taken on a service request will be logged into the I.T. work order.
Maintain and project a professional attitude toward I.T.'s customers at all times and in all circumstances.
Diligent and tenacious in assuring that all service requests are handled in a timely manner, to the satisfaction of I.T.'s customers.
Provide alternatives when necessary in order to meet I.T.'s customer's business requirements.
Gathers and analyzes information about customer issues and determines the best resolution.
Provides support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, etc.
Research and implement fixes for new issues; escalate when customer requests require next level support for resolution.
Provide support to the I.T. Service Desk and other I.T. personnel as needed.
Comply with all Company policies and procedures.
Fully supports Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams.
Any additional responsibilities or tasks as necessary.
EDUCATION, EXPERIENCE AND QUALIFICATIONSB.A./B.S. in Computer Science or other technical field preferred.
Minimum 5 years' experience in on-site computer support.
Experience using the ServiceNow ticketing system is a major plus.
Familiar with broad range of computer operating problems and solutions.
Strong background in computer repair and support.
Excellent customer-service and problem-solving skills.
Excellent verbal and written communications skills.
Excellent listening skills.
Helpful and patient attitude.
Energetic and positive attitude.
Customer-focused.
Self-starter, yet willing and able to take and execute direction when needed.
Seeks to expand knowledge and grow in position.
Works well in a team environment.
PHYSICAL DEMANDSWhile performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.WORK ENVIRONMENTThe noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required.
Westlake Chemical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.
If you are an active Westlake Chemical employee (or an employee of any Westlake Chemical affiliates), please do not apply here. Please go to your Workday homepage and click on the "Careers" worklet and view "Westlake Career Opportunities".
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
5+ years
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