Information Technology System Analyst

Official JD

Key activities include:

• Receive and resolve phone, IM, email, and Walk-ins for all IT Incidents and Requests across the organization
• Create a positive customer support experience with timely resolution or escalation of issues and requests
• Communicate promptly on progress, and handling customers with a consummately professional attitude
• Log and update tickets to meet SLA’s and contribute to centralized Knowledge Base
• Ensure tickets are assigned with correct priority and to the appropriate support teams
• Manage user lifecycle, creating user accounts, managing access, updating user information, and closing accounts as clients depart
• Troubleshoot and resolve issues related to computers, conference room A/V, phones, mobile devices, printers, software, cameras, networking and other IT systems
• Image, upgrade, and deploy end user devices (desktops, laptops, printers, mobile devices, VoIP phones, and A/V)
• Train end-users on hardware functionality and basic software systems
• 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)
• Collaborate with facilities teams and vendors on cabling, power, and environmental needs for IT
• Be available for after-hours on call rotation to support 24/7 operations
• Build and maintain relationships with technical partners, central support teams, and customers to improve collaboration and understand needs
• Able to identify process improvements and propagate best practices
• Manage hardware lifecycle by tracking and maintaining IT assets
• Maintain documentation of supported systems
• Help design, implement, and maintain technical solutions in alignment with business goals
• Assist in the development and implementation of IT projects, collaborating with cross-functional teams to ensure timely execution

Additional qualifications include:

• High School Diploma or equivalent required. Bachelor’s degree in computer science, Information Technology, or a related field preferred
• Minimum 3 years of experience in applicable Information Technology discipline required
• Minimum 2 years of direct experience in troubleshooting Microsoft Windows Operating Systems required
• Advanced technical expertise, problem-solving skills, and the ability to troubleshoot complex hardware and software issues required
• Proven ability and willingness to provide day-to-day and after-hours support (24x7) as appropriate required
• Ability to participate in on-call rotation and respond on-site within 30 minutes to resolve significant outages required
• Excellent verbal and written communication skills for direct client interaction required
• Ability to work well with business, local IT, and remote IT resources required
• Proven ability to master and apply advanced and specialized technical training preferred