Systems Support Analyst

Job Description:

The Systems Support Analyst will provide frontline technical support for all staff. The technology environment is Microsoft-based, including Windows 11 and Office 365. Our client has engaged a managed service provider for escalated support, core infrastructure management, and cybersecurity services. If the Systems Support Analyst requires assistance with remediation of an issue, the managed service provider can be engaged.

As the company continues to grow, there are excellent opportunities to learn new skills such as project management, cybersecurity, business intelligence, data governance, and advanced Microsoft cloud services administration and support. The role will also be directly engaged in a pipeline of technology-oriented projects and initiatives.

An exceptional customer service mentality is critical to this role. Strong accountability, analytical, organizational, communication, and collaboration skills are a must. Candidates must have the ability to self-manage, operate independently, and adapt to new situations as they arise.

This role will require being on-site. This role supports staff both in the corporate office and satellite locations.

The role reports directly to the IT & Security Manager.

Primary Responsibilities:

• Quickly and professionally respond to technical support requests
• Provide primary support for business technologies, including laptops, desktops, mobile devices, Microsoft O365, printers, network and wireless connectivity, and video conferencing
• Coordinate with the managed service provider for escalated support
• Collaborate with the managed service provider to ensure high-quality support
• Document, track, and monitor progress on issues to ensure timely resolution on current tickets and to reduce/eliminate future incidents
• Assist with the staff on/offboarding processes
• Maintain a standard laptop build and deployment process
• Provide on-site support for alerts and tickets generated by the managed service provider
• Maintain an asset inventory of all technology equipment and accessories
• Provide support for video conference systems and services
• Investigate and propose new technologies and techniques for both hardware and software to improve customer efficiency, security, and productivity
• Perform monthly issue and ticket reviews with the managed service provider
• Participate with extended support hours when necessary

Knowledge and Skills Required:

• Proficient in Microsoft technologies, including Windows 11 and Office 365 applications

• Possess and maintain a service-oriented philosophy
• Good organization, communication, collaboration, and problem-solving skills
• Ability to quickly learn and understand the business functions and needs
• Knowledge of MAC OS, iOS, Android, and mobile technologies
• Ability to work independently without intensive oversight – must be a go-getter and take initiative regularly, finding ways to avoid problems proactively rather than just fixing them after the fact
• Emphasis on the sharing of knowledge through good communications, peer training, and written documentation
• Strong interpersonal skills
• FortiGate knowledge is a plus
• Logitech and/or Crestron A/V knowledge is a plus

Experience:

Bachelor’s Degree and/or other intermediate/advanced Microsoft Certifications preferred