What are the responsibilities and job description for the Systems Support Analyst position at Pacific ExecSearch?
Job Description
We are recruiting for a Systems Support Analyst to join a stable technology company based in Sacramento. This is a great opportunity to join a leading industry organization! Our client offers competitive benefits to include 401(k) company match, Employee Stock Purchase Plan, paid holidays 1 floating holiday, PTO, up to 10 days paid sick leave per year, medical / dental / vision plans, and an array of much more! Position is onsite (1 day / week remote allowed after training). The Systems Support Analyst is responsible to provide phone and in-person troubleshooting and administrative support for software applications and services, enterprise servers and advanced troubleshooting for escalated trouble tickets from the service support team. Salary : $95,000-$105,000 DOE.
The qualified candidate will have at least three years' experience with Office 365, Active Directory, and can work with Level 2-3 Desktop Support Tickets. Strong communication skills, project management, and ability to act as back up to the department manager is required.
PRIMARY RESPONSIBILITIES :
- Provide hands-on support with Windows 2016, Windows 10-11 and O365 administration.
- Manage and troubleshoot both on-premises and cloud-based Active Directory services and Office 365 environments, including user account management, group policies and permissions.
- Provide advanced support to the PC Support and Service Desk teams.
- Support software development and operations teams at a technical and non-technical level on support tickets.
- Assist with developing processes and procedures that outline how incidents, requests and problems are identified, preserved in a knowledgebase, escalated, and actioned.
- Maintain customer satisfaction measures and service desk ticket closures at determined rates.
- Document, track, and monitor technical issues to ensure timely resolution.
- Provide timely and thorough input for regular status reporting.
- Provide exceptional customer service to all users.
- Provide basic-level troubleshooting for telephone systems and networking issues, including identifying connectivity issues, and collaborating with network and telephone specialists.
- Assist with IT inventory management, including tracking and managing equipment, software licenses and hardware as needed.
- Lead and manage the ticket queue by monitoring and distributing tickets according to ticket volume and urgency.
SKILLS & QUALIFICATIONS :
Salary : $95,000 - $105,000
