Senior System Support Analyst

About the role

We are seeking a Senior System Support Analyst who will be an essential part of our service team, providing client end user support, hardware support, server support, and client documentation. This position will have opportunities to visit client sites and work directly with the client, and will be part of a 24x7 service team with on-call rotations.

Responsibilities

This position provides client end user support, hardware support, server support, and client documentation maintenance, and is responsible for maintaining documentation of tickets, projects, processes, and issues. The role resolves escalations and issues with desktop, firewall, networking, hardware/windows servers, business applications, and advanced 365, and supports Veeam backup/recovery and virtual machines on host servers.

• End User Support (50%): Provide support to resolve client issues via phone, email, and on-site visits with MS365, Outlook, Spam Filtering, and Routing
• Hardware Support (15%): Set up PCs for new users or companies, update existing user hardware, and image laptops/workstations
• Server Support (30%): Manage and maintain client’s Active Directory and NTFS Permissions for user administration, and perform Line of Business Integrations
• Documentation & Administrative Duties: Create standardized documentation for line of business configurations, purchase approvals, passwords, and other client information

Skills

• Valid Drivers’ license and insurance
• Ability to operate a motor vehicle
• Strong customer service skills
• Excellent communication and interpersonal skills, both verbal and written
• Ability to work collaboratively in a team environment to get results and resolve customer needs
• Knowledge of VPN/Remote access technologies, Microsoft Hyper-V and VMWare vCenter/ESXi, Windows Server, Windows Desktop, Networking and firewall administration, Microsoft Exchange Administration, and Microsoft 365 Administration

Qualifications

• Associate's degree in computer science or related field or equivalent work experience
• 4 Years experience in Information Technology or related field
• 2+ Years experience in End User Support

Benefits

• Competitive Compensation Package
• Career and professional development
• Strong Team Support
• Growth Opportunity
• Generous Benefits Package, including Medical, Dental, and Vision Insurance, Short- & Long-Term Disability Insurance, 401K Matching, Paid Vacation & Holidays