Job Description

The IT Systems Analyst maintains, troubleshoots and repairs computer hardware, software, network, and minor server problems. In addition the incumbent installs new hardware, performs software upgrades, and provides desktop administration as required. Assigned area(s) of responsibility are activities of moderate complexity and impact. In addition, the individual will handle the administration and acquisition of mobile devices and serve as the primary support administrator for smartphone, tablets, and non-windows devices as require for the support of the organization. In this role they will provide technical advice and support to system users. This individual is expected to perform a variety of tasks as required for business operational support. The incumbent must consistently demonstrate the ability to work both independently and in a team setting, demonstrating flexibility and adaptability in a fast-paced business environment.

Job Duties and Responsibilities

Duties include but are not limited to:

• Actively coordinates with team members and other service support groups to effectively resolve incidents and requests.
• Provides tier 2 technical support and service restoration for daily operations and project efforts.
• Follows procedures and guidelines to install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless devices, and handheld devices.
• Deploying and reporting updates with Systems Management Server or System Center
• Configuration Manager or similar enterprise management tools for desktop management
• Creating discrete software images for deployment of end client devices or providing recovery solutions for client devices.
• Supports and collaborates with team members and other technical staff.
• Demonstrates quality service and accountability in the process of: resolving incidents; and, tracking computer systems and device inventory, resulting in accurate, timely, and efficient solutions and data as evidenced by: meeting customer needs; meeting or exceeding established performance metrics; and accurate data for asset management, billing, and licensing.
• Proactively seeks information and utilizes analytical and creative problem-solving skills along with standard processes and technologies resulting in secure and reliable connections to and use of systems, applications, and infrastructure.
• Demonstrates relationship building, effective communication skills, and quality service in the process of collaborating with, supporting, advising, and educating customers and team members on the use of services, handling of sensitive data, and resolving incidents, resulting in efficient, effective, and compliant use of hardware, software and services.
• Promotes understanding with customers on the benefits of the IT service provider model to help foster collaboration.
• Contributes to hardware, software, services enhancements by identifying when established procedures are not working and there are gaps in processes and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.
• Demonstrates relationship building and effective communication skills as a member of technical services through active listening and frequent communication with department staff, resulting in understanding customer needs, creating buy-in for enhancements, and collaboration with department staff.
• Demonstrates quality service by actively contributing to customer satisfaction through advocating for customer needs, escalating incidents and requests, and increasing the customer’s ability to help themselves, resulting in meeting or exceeding customer satisfaction metrics.
• Other duties as assigned.

Knowledge and Skills

• Maintain, troubleshoot and repair computer hardware, software, network, and minor server
• problems configurations.
• Knowledge of Windows 10 and 11
• Knowledge of Microsoft Active Directory usage.
• Knowledge of TCP/IP Networking Protocols.
• Professional communication skills (phone, interpersonal, written, verbal, etc.).
• Project management at an proficient level.
• Self-motivated, proactive, detail oriented and a team player.
• Time management and time critical prioritization skills.

Qualifications

Education and Experience

• Bachelors Degree Required
• 3 – 5 years of directly related or closely related experience

Certifications or Licenses

• Industry Specific Certification
• Location Specific License

Travel Requirements

• n/a