IT Systems Analyst III

About the role

The IT Systems Analyst III plays a crucial role in ensuring the efficient functioning of an organization's IT infrastructure by providing technical assistance and support to end-users.

Responsibilities

• User Assistance: Respond to user inquiries and provide timely and effective technical support through various channels such as phone, email, and in-person interactions. Assist end-users with hardware and software-related issues, troubleshooting problems to resolution.
• Installation and Configuration: Install, configure, and maintain desktop operating systems, software applications, and peripheral devices. Ensure that systems are up to date with the latest software patches and updates.
• Hardware Maintenance: Conduct hardware diagnostics and resolve issues related to desktops, laptops, printers, and other peripherals. Perform hardware upgrades and replacements as required.
• Collaboration and Escalation: Collaborate with the IT team to escalate and resolve complex technical issues. Communicate effectively with end-users and escalate problems to higher-level support when necessary.
• Security and Compliance: Implement and enforce security measures to safeguard computer systems and data. Ensure compliance with organizational IT policies and industry best practices.
• Documentation: Maintain accurate records of support requests, resolutions, and hardware/software inventory. Create and update documentation for IT processes, troubleshooting procedures, and user guides.
• User Training: Provide basic training to end-users on IT concepts, applications, and best practices. Foster a proactive approach to prevent common issues through ongoing education and support.

Requirements

• Minimum Qualifications: Associate’s degree in Information Technology, Computer Science, or a related field and/or relevant experience. 5+ years of enterprise-level desktop support experience.
• Preferred Experience: Experience in complex system implementations or upgrades, strong requirements gathering and business process analysis skills, experience working with cross-functional teams and vendors, proven troubleshooting skills for complex, high-impact issues, strong written and verbal communication skills.