IT Support Analyst

:

- Are you a problem solver, explorer, and knowledge seeker - always asking, “What if?”

If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters - whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.

**What we do**

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live.

**What you’ll do**

You will:

- Provides technical support on all product areas and resolves customer (both SAS employee and external customer) issues in primary support areas across a variety of communication channels.
- Proactively communicates carefully and effectively with customers and other IT experts during the problem resolution process. Accurately documents and specifies information in the tracking system during the entire track life cycle.
- Manages internal and external expectations and project pressures including coordinating/managing problem escalation activities and communications. Appropriately sets and manages expectations for both customers and IT staff involved in incident resolution. Exercises discretion and independent judgment to determine appropriate actions.
- Routinely builds knowledge of IT technologies, and specialized technical and business domain knowledge. Applies expertise to interpret documentation, to troubleshoot, diagnose and resolve complex business and/or technology problems.
- Serves as a liaison between employees and the IT division. Acts as an advocate for the customer.
- Writes and updates knowledge articles; reviews documentation for technical accuracy, consistency, and user’s point of view. May review education courses. Keeps technical documentation staff informed of customer needs and feedback for changes and enhancements to documentation.
- Collaborates with IT teams on pre-deployment testing prior to installation of updates and upgrades, configuration changes, and implementation of new tools and software. Provides testing feedback and user feedback.
- Suggests, manages, and implements special projects to assist the Service Desk, customers, or other teams.
- Works effectively in a global team environment with a focus on open communication and respect for cultural diversity.
- Manages escalations with assistance and guidance from others.
- Takes initiative to create proactive support materials such as knowledge base articles or documentation for internal team use,
- Validates IT technology fixes and reviews documentation for technical accuracy, completeness, consistency, and/or user’s point of view.
- Partners with other IT teams to participate in projects to deploy new IT solutions.
- Might serve as a coach or mentor to other IT Support staff.
- Develops and presents training on support area.
- Serves as a resource to for other staff members.

**What we’re looking for**
- You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
- Solid knowledge of various operating systems and client systems solutions.
- Effectively communicate and work across departments within IT to solve a problem
- Can determine software circumventions when fixes are not feasible

**Other knowledge, skills, and abilities**
- Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain
- Three years of relevant experience in an IT support role or related field

**Why SAS**
- We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference.
- Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it - and we can’t wait to see what you’ll bring.

**Additional Information**:

- Equivalent combination of education, training and experience may be considered in place of the above qualifications. The level of this position will be determined based on the applicant's education, skills and experience. Resumes may be considered in the order they are received._- All valid SAS job openings are located on the Careers page at _
- before taking any further action._