Information Technology System Analyst

Job Description

Official JD

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Key activities include:

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• Receive and resolve phone, IM, email, and Walk-ins for all IT Incidents and Requests across the organization

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• Create a positive customer support experience with timely resolution or escalation of issues and requests

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• Communicate promptly on progress, and handling customers with a consummately professional attitude

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• Log and update tickets to meet SLA’s and contribute to centralized Knowledge Base

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• Ensure tickets are assigned with correct priority and to the appropriate support teams

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• Manage user lifecycle, creating user accounts, managing access, updating user information, and closing accounts as clients depart

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• Troubleshoot and resolve issues related to computers, conference room A/V, phones, mobile devices, printers, software, cameras, networking and other IT systems

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• Image, upgrade, and deploy end user devices (desktops, laptops, printers, mobile devices, VoIP phones, and A/V)

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• Train end-users on hardware functionality and basic software systems

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• Install and maintain physical infrastructure in Data Centers and closets throughout the facility, working closely with offsite technical teams to troubleshoot and deploy equipment (smart hands and eyes)

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• Collaborate with facilities teams and vendors on cabling, power, and environmental needs for IT

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• Be available for after-hours on call rotation to support 24/7 operations

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• Build and maintain relationships with technical partners, central support teams, and customers to improve collaboration and understand needs

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• Able to identify process improvements and propagate best practices

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• Manage hardware lifecycle by tracking and maintaining IT assets

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• Maintain documentation of supported systems

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• Help design, implement, and maintain technical solutions in alignment with business goals

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• Assist in the development and implementation of IT projects, collaborating with cross-functional teams to ensure timely execution

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Additional qualifications include:

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• High School Diploma or equivalent required. Bachelor’s degree in computer science, Information Technology, or a related field preferred

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• Minimum 3 years of experience in applicable Information Technology discipline required

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• Minimum 2 years of direct experience in troubleshooting Microsoft Windows Operating Systems required

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• Advanced technical expertise, problem-solving skills, and the ability to troubleshoot complex hardware and software issues required

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• Proven ability and willingness to provide day-to-day and after-hours support (24x7) as appropriate required

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• Ability to participate in on-call rotation and respond on-site within 30 minutes to resolve significant outages required

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• Excellent verbal and written communication skills for direct client interaction required

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• Ability to work well with business, local IT, and remote IT resources required

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• Proven ability to master and apply advanced and specialized technical training preferred

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