What are the responsibilities and job description for the Senior Systems Support Analyst position at Harvard Partners Trusted IT Advisors?

As the Sr. Systems Support Analyst, you will be responsible for the following :

Responsibilities :

Quickly and professionally respond to technical support requests
Provide primary support for business technologies including laptops, mobile devices, Microsoft O365, printers, network and wireless connectivity, and video conferencing
Coordinate with the managed service provider for escalated support
Primary liaison with the managed service provider to ensure high quality support
Document, track, and monitor progress on issues to ensure timely resolution on current tickets and to reduce / eliminate future incidents
Develop and manage the staff on / offboarding processes
Conduct IT orientation, training, and onboarding for new hires
Develop and maintain a standard laptop build and deployment process
Provide on-site support for alerts and tickets generated by the managed service provider
Maintain an asset inventory of all technology equipment and accessories
Manage and support all mobile devices accessing resources
Provide support for video conference systems and services
Investigate and propose new technologies and techniques for both hardware and software to improve customer efficiency, security, and productivity
Perform monthly issue and ticket reviews with the managed service provider
Participate in 24 / 7 support and extended support hours when necessary

Qualifications :

5 years of experience providing technical support

Proficient in Microsoft technologies including Windows 11 and Office 365 applications

Possess and maintain a service-oriented philosophy

Good organization, communication, collaboration, and problem-solving skills

Ability to quickly learn and understand the business functions and needs

Knowledge with MAC OS, iOS, Android, and mobile technologies

Knowledge of Intune to manage laptops and mobile devices is preferred

Ability to work independently without intensive oversight – must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the fact

Emphasis on sharing of knowledge through good communications, peer training and written documentation

Strong inter-personal skills

Bachelor's Degree and / or other intermediate / advanced Microsoft Certifications preferred

About Harvard Partners Trusted IT Advisors :

Harvard Partners is a management consulting firm focused on helping companies more effectively leverage their IT investment. We engage with the C-Suite and Technology Team to help them better understand their IT infrastructure and process in order to align the technology strategy and organization to reach the firm’s strategic business goals.Some of our practices include :

Program / Project Management and "PMO as a Service"

IT Assessments

Business Continuity / Disaster Recovery

Optimized Infrastructure

Concierge Managed Services

Data Center Strategy, Transformation, and Migration

Cloud Management Programs

Security Assessments and Remediation

Staffing, technical & tacticalWorking with the client’s staff, vendors, and consultants, we deliver supportive and collaborative engagements where direct dialog, simplified reporting, productive meetings, and clear responsibility and accountability encourage active participation resulting in consensus-based business outcomes.

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