Senior Systems Analyst - Field

Key Responsibilities

• Act as the point of escalation for L1 Systems Analyst.
• Deliver advanced workstation support.
• Provide advanced customer specific application support.
• Troubleshoot advanced network connectivity and devices/user connectivity.
• Perform basic OS support.
• Utilize basic Azure support skills.
• Perform advanced Active Directory support.
• Administer advanced ITIL security to provide basic printing and connectivity support.
• Provide second level triage virtual server support to reestablish functionality.
• Drive to follow all SOP to resolve all technical issues.
• Deliver scripted application support.
• TCP/IP troubleshooting abilities.
• Able to perform advanced VPN connectivity issues and password resets.
• Able to provide advanced end-user email support.
• Utilize basic scripting knowledge.
• Perform root cause analysis.
• Provide more standardized triage SOPs for System Analysts.

Knowledge, Skills, and Abilities

• Advanced knowledge of Microsoft 365 applications.
• Advanced knowledge of command line.
• Understanding of advanced technical triage methodologies.
• Intermediate TCP/IP understanding.
• Ability to communicate both verbal and written technical information to a wide range of end-users and customer internal IT departments.
• Ability to effectively set expectations regarding delivery of service.
• Driven to strengthen customer relationships by providing exemplary customer service.
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.
• Adherence to ticketing methodologies regarding documentation, process, and workflow.
• Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.
• Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.
• Directly and indirectly support customers, vendors, and staff by providing top tier customer service.

Preferred Education, Experience, and Certifications

• Prior MSP support desk experience, highly encouraged.
• A+ certification.
• Network+ certification.
• Server+ certification.
• Microsoft 365 certification.
• Azure support.
• VMware knowledge.
• Superior reading, writing, and communication skills.
• Intermediate knowledge of network concepts, devices, and best practices.

Physical Demands

Sedentary Work – Exerts up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Work Schedule

TAC operates 24/7 – workday and after-hours shifts available, Monday-Sunday including on-call rotations. Local travel required, estimated up to 30%.