L2 Systems Analyst

IT Systems Support Analyst

This position will provide primary front-line technical support to end users under the direction of the IT Director. You will assist with various technical questions, issues, and problems relating to hardware, software, services, and peripherals. You will be responsible for responding to, documenting, and resolving service tickets in a timely manner. The IT Systems Support Analyst must have excellent troubleshooting, communication, research, and problem-solving skills to diagnose, evaluate, and resolve complex problem situations or, when appropriate, escalate them to appropriate IT staff members.

The Systems Support Analyst will also perform root cause analysis, develop and follow checklists for typical problems, and recommend procedures and controls for problem prevention. This position will support multiple platforms, including desktops, laptops, peripherals, networking equipment, mobile devices, and miscellaneous IT equipment. This position may require independent work, sharing information, and collaboration with various business departments.

Responsibilities:

• Log, process, and prioritize help desk issues
• Diagnose, troubleshoot, research, and solve hardware, software, and telecommunication issues.
• Provide exceptional customer service in person, via phone, and email.
• Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware and software.
• Train end users and write instructions/documentation as necessary
• New user onboarding and terminated user offboarding
• Repairing/replacing damaged and outdated hardware and mobile devices.
• Installing software updates and patches.
• Coordinate with vendors as needed to assist with support activities.
• Mobile device management using MDM tools.
• Occasional travel to remote offices
• Follow up with users to ensure full resolution of issues.

Requirements:

• Experience
  • One to five years of successful experience working in an end-user facing role in a troubleshooting capacity
  • Experience supporting remote users distributed over several locations (preferred)
• Education: Associate degree in computer-related discipline; bachelor’s degree preferred. Technical certifications are also considered.
• Desktop technology: Windows 11, Windows 10, Microsoft Office 365, Autodesk, web conferencing, copiers/ MFP printers
• Mobile technology: iPhones, iPads, MDM device management, cellular modems and hotspots
• Network technology: Basic TCP/IP networking skills (DHCP, DNS, VPNs, etc…), Unifi access points, Meraki security appliances, phone systems
• Ability to            
  • Support a variety of users with divergent needs and skill levels
  • Work independently and as part of a project team
  • Work collaboratively to make necessary decisions and respond to emergencies effectively.
  • Communicate technical and complex information in verbal and written form.
  • Identify trends and make suggestions for technical modifications to resolve existing and future problems

Work Environment:

·      Work pressure and interruptions occur regularly

·      Daily tasks and problem-resolution activities must be prioritized and managed effectively and efficiently.

·      Ability to respond quickly to emergencies and special user requests in a dynamic, networked environment and communicate effectively with distraught or reactive individuals.

·      Lifting and moving computing hardware weighing up to 40 lbs. is sometimes required.