IT Support Analyst

IT Support Analyst

JOB-10045739

Anticipated Start Date

2/2/2026

Location

Houston, TX

Type of Employment

Contract Hire

Employer Info

Our client is an American natural gas and crude oil pipeline company with headquarters in Houston, Texas.

Job Summary

We are seeking a detail-oriented Level 1 Support Analyst to provide first-line support for custom IT business applications. This role is responsible for triaging and logging incoming requests, identifying bugs or enhancement needs, and ensuring timely escalation to Level 2/Level 3 offshore development teams. The ideal candidate demonstrates strong communication skills, technical aptitude, and a customer-focused approach to issue resolution.

Job Description

• Serve as the initial point of contact for support requests via phone, email, or ticketing system.
• Accurately log and categorize all incoming requests in the support system.
• Perform initial triage to determine severity, priority, and type of issue (bug, enhancement, or general inquiry).
• Escalate complex issues to Level 2/Level 3 teams and provide all necessary details for resolution.
• Communicate professionally and promptly with customers to acknowledge receipt of requests and provide status updates.
• Collaborate with offshore development teams to ensure timely resolution of issues.
• Maintain detailed documentation of support activities, resolutions, and follow-ups.
• Identify recurring issues and recommend process improvements or knowledge base updates.
• Ensure compliance with established SLAs and support procedures.

Skills Required

• 1–3 years of experience in application support or help desk environment.
• Strong verbal and written communication skills with a professional demeanor.
• Technical aptitude and ability to learn application functionality quickly.
• Proficiency in using ticketing systems and support tools.
• Excellent attention to detail and organizational skills.
• Ability to work independently and collaborate effectively with remote teams.Familiarity with software development lifecycle (SDLC) and issue tracking tools (e.g., Azure DevOps, JIRA).
• Familiarity with SQL DB and SQL query.
• Experience supporting web-based applications.
• Knowledge of basic troubleshooting techniques for application and user issues.
• Exposure to Agile/Scrum methodologies.
• Experience in Oil and Gas industry applications is a plus.

Education/Training/Certifications

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.

GAS Global Services LLC is an Equal Opportunity Employer. Employment Decision are made without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factors protected by applicable federal, state or local laws.