IT Systems Analyst

About the role

As IT Systems Analyst, you will join our Information Technology team! In this role, you will report to the Regional IT Manager and will have the opportunity to evaluate, implement, support, and continuously improve technology solutions across our U.S. operations while providing Level 2 technical support to onsite and remote users.

Responsibilities

• Partner with business teams and stakeholders to assess business needs, document requirements, evaluate vendor solutions, and recommend technology that meets business, technical, usability, security, and support requirements.
• Lead or support technology evaluations, research, proof-of-concept activities, implementations, upgrades, migrations, replacements, maintenance, office moves, site deployments, and expansion projects with minimal supervision.
• Apply continual service improvement, root cause analysis, preventive analysis, and technology lifecycle management practices to improve reliability, reduce recurring issues, standardize the global technology platform, and enhance the end-user experience.
• Provide responsive Level 2 support to onsite and remote users for Windows, Microsoft 365 and Office applications, macOS/iOS, mobile devices, telecommunications, cloud storage, business applications, printers, peripherals, remote access, and related technology.
• Install, configure, maintain, troubleshoot, repair, replace, and upgrade computers, operating systems, applications, and hardware components, including hard drives, memory, batteries, and power supplies.
• Provide basic support for network connectivity, Wi-Fi, TCP/IP, switches, and server services; use approved remote support tools; and escalate specialized issues with complete diagnostic information while maintaining ownership through resolution.
• Use the IT service management system to prioritize, manage, follow up on, and document incidents, service requests, changes, problems, activities, and resolutions while maintaining current technical documentation, procedures, knowledge articles, and project records.
• Coordinate technical activities with vendors, contractors, corporate IT teams, and business stakeholders, communicate progress, risks, dependencies, pending activities, and expected completion timelines.
• Maintain accurate inventory and lifecycle records for IT assets and software licenses, including assignments, transfers, repairs, replacements, returns, recovery, and disposal.
• Support IT budget planning and purchasing activities, including quotations, requisitions, purchase orders, services, licenses, invoices, and vendors, while identifying opportunities to optimize resources, improve utilization, automate processes, and reduce unnecessary expenses.
• Execute secure and timely IT onboarding, employee transfer, and offboarding activities, including computers, accounts, access, applications, mobile devices, telecommunications, data, and company assets.
• Train and guide users on