Systems Analyst

Systems Analyst Job Description 

We are looking for a Systems Analyst to work in a professional and fast-paced environment. This individual will serve as the initial point of contact for users' software and hardware support issues and will also work with other members of the IT department for quick and courteous resolutions. This individual must also be comfortable working independently and be willing to proactively take on a range of responsibilities, including:

· Responsible for maintaining, configuring, and upgrading computer systems.

· Performs complex computer repairs and coordinates vendor support for more critical repairs.

· Must be able to work assigned weekend hours as part of 24 x7 Global Support

· Work in concert with other members of the IT department to troubleshoot more complex technical problems.

· Properly log incidents into the Helpdesk ticketing system and resolve them in a timely manner. Be able to add/ update ticket notes.

· Provide support for in-house web applications and proprietary software.

· Maintain an accurate inventory list of all IT equipment.

· Create and update documentation for current and developed processes.

· Assist and work with the IT Operations teams to troubleshoot issues.

· Assist colleagues with technical projects from planning to setup of software/hardware products and other duties as assigned.

· Build and maintain positive relationships with GLG Team Members and all internal departments to deliver a high level of service.

· Customer service focus required, with strong communication skills and a positive attitude.

· White glove executive support experience is preferred.

· Excellent communications skills, both verbal and written, and respond to the emails escalations with details of the issues, progress, and resolution.

· 1-3 years of Office 365 and Active Directory experience required.

· 1-3 years IT support experience a must.

· 1-3 years of broad desktop/laptop support experience

· Active Directory and Microsoft Exchange experience

· In-depth knowledge and experience with troubleshooting and repair of workstations, printers, and other client hardware; Microsoft Windows Operating Systems (Win10), Microsoft Office (O365) and macOS

· Zoom AV support, administration, and troubleshooting experience is a plus!

· Solid understanding and experience with general TCP/IP connectivity issues in a LAN/WAN/VPN/Internet environment

· SQL and PowerShell knowledge are not required, but preferred

· Experience at a geographically diverse mid-sized company working with remote offices and teams.

· Demonstrated ability to simultaneously and successfully handle multiple disparate tasks.

· Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels.

· Must work well in collaborative work environment

· Must be able to take direction remotely and adhere to standard operating procedures and policies

· Must be able to work independently with minimal supervision.

· Willingness to learn.

Education Requirements:

· Bachelor’s degree preferred.

· Entry-level certifications from CompTIA, Cisco, and Microsoft certifications are a plus