Job Summary
The Systems Support Analyst position provides overall support in the installation, maintenance, and general support of systems by working with our IT team and our clients to achieve our organization’s goals. The position requires a hands-on professional with an ability to translate our organizational needs into client-friendly functions related to Systems Administration/Desktop/Server/Network Support via phone, in person, email, and remote access.
Essential Duties and Responsibilities
The following duties and responsibilities are a summary of the essential functions of the job. Other duties might be performed, both major and minor, which are not mentioned below. Specific activities could change periodically.
- Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes; reviewing system and application logs; and verifying completion of scheduled jobs.
- Assists with daily back-up operations, ensuring all required file systems and system data are successfully backed up and stored off site and locally.
- Supports Windows Server operational needs.
- Installs new/rebuilds existing servers and configures hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
- Creates, changes, and deletes user accounts per request.
- Provides escalated support assistance per request from various constituencies. Investigates and troubleshoots issues.
- Performs ongoing performance tuning, hardware upgrades, and resource optimization as required. Configures CPU, memory, and disk partitions as required.
- Maintains data center environmental and monitoring equipment.
- Manages phone calls, emails, and desktop service tickets for organization’s needs. Responds to employee needs with technical solutions in an expedient manner.
- Manages and maintains a system of redundant backups to minimize the potential loss of data given any foreseeable disaster scenario while minimizing the cost of the system.
- Responds to problems that prevent employees from doing their jobs. This involves diagnosing hardware and software problems.
- Deploys and maintains organization’s information technology systems, which include Microsoft Server, Terminal Server, LAN with workstations, laptops, VOIP office phones, Spectrum telephony, Mobile iPhones, Wi-Fi networks, fax machines, webcams, digital copy machines, printers, and security systems.
- Responsible for router, switch, and access point configuration and installation.
- Handles advanced software troubleshooting and fixes as well as computer hardware diagnosis and repair.
- Assists with server maintenance and replacement.
- Creates and maintains detailed procedures for backup and restore, hardware and software installation, connection issues, and resolving other common problems.
- Maintains inventory of hardware and software and licenses of copyrighted material up to date with actual deployment.
- Provides planning and advice in the future acquisition of hardware and software.
- Stays up to date with the industry standards to make recommendations for IT Department needs.
- Research new technologies and evaluates and recommends those that will make the company become more efficient, provide better service, or otherwise be more competitive.
- Engages in constant communication with colleagues.
- Demonstrates strong teamwork skills.
- Assists other IT team members with help desk ticket issues, acts as senior member of team.
- Other duties as assigned.
Required Skills/Abilities:
- Attention to Detail – Ability to pay close attention to detail for accuracy and thoroughness in completing work.
- Customer Focus – Genuinely cares whether the customers are satisfied and truly wants to create the best possible experience for them.
- Technical Knowledge – Working knowledge of Microsoft 365 products. Working knowledge of desktop publishing software.
- Problem Solving/Analysis – Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to see an issue and use objective analysis and evaluation in order to form a judgment.
- Project Management – Ability to work on projects with firm deadlines, project plans, and budgets.
Required Education/Experience:
- Bachelor’s degree in computer science or related field and a minimum of 2 years in various desktop support or systems support functions; 1 year minimum in supporting more advanced desktop support issues in either systems, network, or security subspeciality.
- Expertise with managing Microsoft operating system environments.
- Experience with remote user support.
- Expertise with hardware and operating systems troubleshooting and repair.
- Experience installing and configuring networks and network devices.
- Experience with VPN.
- Familiarity with standard business software (Microsoft 365 suite of applications).
- Ability to solve technical issues independently, able to multi-task and document in detail.
Preferred Education/Experience:
- MCP/MCSE/MCSA or currently working toward certification.
- Experience in a small team environment and/or as the sole IT desktop support provider.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
Work Location:
All positions, regardless of current work location noted on this job description, may change work location requirements from time to time based on business demand.
Essential Physical Demands:
- Ability to use hands, including hand–eye coordination.
- Repeating motions that may include the wrists, hands, and/or fingers such as simple grasping, keyboarding, or fine manipulation.
- Medium work that includes moving objects up to 50 pounds.
- Moving about to accomplish tasks or moving from one workspace to another.
Disclaimer: The scope of the job may change based on business demands. The duties and responsibilities described are not a comprehensive list, and additional tasks may be assigned to the employee at any time.
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