Systems Analyst

Duties And Responsibilities

• Actively coordinates with team members and other service support groups to effectively resolve incidents and requests.
• Provides tier 2 technical support and service restoration for daily operations and project efforts.
• Follows procedures and guidelines to install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless devices, and handheld devices.
• Deploying and reporting updates with Systems Management Server or System CenterConfiguration Manager or similar enterprise management tools for desktop management.
• Creating discrete software images for deployment of end client devices or providing recovery solutions for client devices.
• Supports and collaborates with team members and other technical staff.
• Demonstrates quality service and accountability in the process of: resolving incidents; and, tracking computer systems and device inventory, resulting in accurate, timely, and efficient solutions and data as evidenced by: meeting customer needs; meeting or exceeding established performance metrics; and accurate data for asset management, billing, and licensing.
• Proactively seeks information and utilizes analytical and creative problem-solving skills along with standard processes and technologies resulting in secure and reliable connections to and use of systems, applications, and infrastructure.
• Demonstrates relationship building, effective communication skills, and quality service in the process of collaborating with, supporting, advising, and educating customers and team members on the use of services, handling of sensitive data, and resolving incidents, resulting in efficient, effective, and compliant use of hardware, software and services.
• Promotes understanding with customers on the benefits of the IT service provider model to help foster collaboration.
• Contributes to hardware, software, services enhancements by identifying when established procedures are not working and there are gaps in processes and makes recommendations for improvements.
• Develops and edits customer and technical support knowledge base documentation.
• Demonstrates relationship building and effective communication skills as a member of technical services through active listening and frequent communication with department staff, resulting in understanding customer needs, creating buy-in for enhancements, and collaboration with department staff.
• Demonstrates quality service by actively contributing to customer satisfaction through advocating for customer needs, escalating incidents and requests, and increasing the customer’s ability to help themselves, resulting in meeting or exceeding customer satisfaction metrics.

Knowledge And Skills

• Maintain, troubleshoot and repair computer hardware, software, network, and minor serverproblems configurations.
• Knowledge of Windows 10 and 11.
• Knowledge of Microsoft Active Directory usage.
• Knowledge of TCP/IP Networking Protocols.
• Professional communication skills (phone, interpersonal, written, verbal, etc.).
• Project management at an proficient level.
• Self-motivated, proactive, detail oriented and a team player.
• Time management and time critical prioritization skills.