IT Systems Support Analyst

Contract with potential to Hire

ONSITE, Location - Colorado Springs Airport

Essential Job Functions - the basic job duties an employee must be able to perform:

· Manage Active Directory and Group Policy in a mixed Windows environment using experience, procedures, and industry best practices.

· Troubleshoot and resolve Group Policy Object (GPO), AD replication, security, and permissions

· Support training and skills enhancement of all IT department team members, as required

· Provide support and administration of a hybrid Office365 Exchange environment to include replication of the local directory to the cloud assets

· Review system logs and alerts and responds according to documented procedures. Supports network backup, recovery, and archiving activities (BURA)

· Document all resolution activities and customer contact (calls, e-mails, web forms, chat sessions, or voicemails) into the correct ITSM tool

· Conduct desk-side support when required to resolve customer Incident or Request tickets

· Install and troubleshoot a variety of software packages within a primarily Microsoft Windows based environment with some iOS devices

· Troubleshoot, diagnose, and resolve Tier-III hardware and software tickets using knowledge, experience, and standard operating procedures

· Ensure proper IT system and data security is always practiced

· Support management reporting, information flow, and process planning

· Show initiative and act independently to resolve tickets, manages multiple priorities, and follow through on projects and tasks to completion

· Develop and promote standard operating procedures and the population and use of the Knowledge Management System (KMS)

We are looking for candidates who demonstrate:

Ability to:

· Work with little supervision and considerable independence and initiative

· Use knowledge, experience, and documented procedures to provide Tier-Ill IT services and support

· Handle difficult situations and customers

· Communicate clearly and concisely, orally and in writing

· Establish and maintain effective working relationships

Successful candidates will have

· Bachelor’s degree from an accredited college or university with major coursework in computer science, information systems, or a related field

· One (1) year of full-time experience performing information systems programming and analysis

One (1) year of the appropriate type and level of experience may be substituted for each required year of post-high school education.