System Analyst

Position Summary:

The Systems Analyst must deliver exemplary customer service while following all SOPs to complete customer requests. The person in this position is responsible for an array of end-user issues ranging from general desktop diagnostics to customer specific application support.

Key Responsibilities:

• Deliver advanced workstation support. 
• Provide advanced customer specific application support. 
• Troubleshoot basic network connectivity and devices/user connectivity.
• Perform advanced OS support.
• Utilize basic Azure support skills.
• Provide first level triage support.
• Driven to follow all SOP to resolve all technical issues.
• Navigate Active Directory to enact distribution groups and create, change, and disable users.
• Perform advanced printing and connectivity support.
• Deliver scripted application support.
• TCP/IP troubleshooting abilities.
• Able to perform basic VPN connectivity issues and password resets.
• Advanced end-user email support.
• Follow troubleshooting theory and perform root cause analysis
• Ability to create professional SOPs and maintain quality documentation

Knowledge, Skills, and Abilities:

• Basic knowledge of Microsoft 365 applications.
• Basic knowledge of command line.
• Understanding of technical triage methodologies.
• Intermediate TCP/IP understanding.
• Ability to communicate both verbal and written technical information to a wide range of end-users.
• Ability to effectively set expectations regarding delivery of service.
• Strengthen customer relationships by providing exemplary customer service.
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.
• Adherence to ticketing methodologies regarding documentation, process, and workflow.
• Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.
• Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.
• Directly and indirectly support customers, vendors, and staff by providing top tier customer service.

Preferred Education, Experience, and Certifications:

• Prior MSP support desk experience, highly encouraged.
• A+ certification.
• Network+ certification.
• Server+ certification.
• Basic Azure/M365 certifications.
• Superior reading, writing, and communication skills.
• Intermediate knowledge of network concepts, devices, and best practices.

Physical Demands:

Exerts up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body.