System Support Analyst

Position Description & Summary Statement

Provides technical infrastructure and application Tier 1 escalations and Tier 2 support of, hardware, server and network infrastructure.  Provides service desk ticket support to IT users. Documents incident response for tracking and reporting.  Takes a hands-on role in applicable hardware/software/network installations configurations as requested.

Essential Position Qualifications

• Bachelor’s degree in Information Technology or 5 years related work experience
• 8 years of progressive information technology troubleshooting experience in a multi-user environment
• 8 years of Tier 1 and Tier 2 customer support/helpdesk experience
• Working knowledge of networking standards and protocols (WAN/LAN/Wi-Fi)
• Working knowledge of on-premise Active Directory and MS Entra ID (formerly Azure AD)
• Working knowledge of MDM Administration & App Deployment, experience with Intune a plus
• Working knowledge of MacOS and hardware
• Other Technology requirements:
  • Microsoft Windows 11; Server 2016/2019; Office365 Suite; Active Directory/Entra ID; Antivirus (Defender); Intune; Android/iOS mobile device support; VPN support; laptop/desktop and peripherals; Amazon Web Services
• Excellent verbal & written communication skills, particularly with interpersonal format
• Strong analysis and prioritization skills
• Adaptable to changing technologies and their workplace application
• Desire and capability to learn new technologies and provide appropriate service support (i.e. desktop/laptop imaging, hardware and software maintenance)
• Ability to work independently and in a dynamic environment
• Ability to present ideas effectively to business and IT stakeholders

Assigned Responsibilities & Duties

• Upgrading, installing, and configuring application software and computer hardware
• Troubleshooting and providing technical support to users
• User account administration (new user creation & deactivations, providing system permissions)
• Performing regular security tests and security monitoring
• Maintaining networks and network file systems (onsite SAN)
• Responds to requests for assistance from users and provide Tier 1 & 2 hardware, software and network troubleshooting & support
• Serves as escalation point for all unresolved Tier 1 support issues
• Performs project tasks as part of a team, acting independently where required
• Maintains IT certifications and up to date knowledge to meet the evolving needs of the organization and its users
• Experience working with a ticketing system
• Aids IT Security personnel in the maintenance of spam filters, web filters and other related technology
• Meeting with users to understand usage situations and assistance needs
• Satisfies assistance requests in accordance with established SLAs
• Provides appropriate technical advice or specific technical support as requested or as identified for the user
• Assists as needed to resolve technical problems which may involve a combination of hardware, software, and networking issues
• Provides infrastructure/technology expertise; aids in identification of technology improvements
• Assists in the creation of user manuals and usage procedure guides
• Responsible for assistance in the maintenance of IT infrastructure networks, routers, switches, backups, software testing, and hardware replacement/updates. Experience with Cisco networking gear a plus
• Provides regular status reporting to management
• Escalates issues according to company guidelines
• Interface with infrastructure, database, and development personnel, partners and vendors
• Actively contribute to ongoing process improvement
• Documenting position processes
• Camera system and application support, experience with exacqVision a plus
• Capable of fulfill evening, weekend, and extended hours/days as required
• Capable of traveling to user sites as required, multi-site support
• Responsible for other duties as assigned

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