Systems Analyst

Responsibilities

- Provide first level customer support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing client requests for password and user account administration - Create properly formatted tickets for client calls & emails in tracking software as the work occurs - Ensure constant service ticket flow by escalating tickets that require higher level assistance - Coordinate scheduling of service visits and technician support phone calls to clients - Maintain inventory of customer-owned equipment and stock equipment in-house, manage product shipments, and maintain organization of service area - Communicate ticket status and document updates to clients and technical staff as needed - Provide first-level after-hours and holiday on-call support on a revolving basis with other staff - Ask and gather intelligent questions about the client’s business and accurately document - Document opportunities that are discussed or discovered while interacting with clients - Perform basic computer hardware and software installations, configurations, and virus removals - Keep information regarding our clients, their data, and other sensitive information confidential - Create and maintain documentation for client and internal tasks and procedures - Study for and pass industry certifications as identified and required - Read educational materials as needed and directed for job proficiency - Develop and/or revise best practices and processes for Help Desk procedures

Qualifications

- Must possess excellent verbal and written communication skills for daily interactions with customers both in person and on the phone - Must have an affinity for computers and a broad knowledge of various computer systems and how they work. - Must have a thirst for knowledge and an ability to quickly tackle new problems by using available research tools and methodical processes to successfully remedy issues with little supervision - Exceptional computer and system administration skills on Microsoft based clients and servers - Firm understanding of the configuration of basic networking components and peripherals - Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude - Must be legally in the US and able to pass a US government background check - High school diploma, at least two years of secondary education preferred - Must have a valid driver’s license and reliable transportation for travel as far as 75 miles from the office - Must be able to work a full-time 40-hour work week which may include after-hours support - Previous experience as a system analyst, help-desk support provider, or equivalent role - Previous experience with procedure writing or other technical writing - Intricate knowledge/experience with workstation, server and network diagnostics, repair, and installation - Expertise with MS Windows Server, MS Exchange, or ConnectWise - Expertise with all aspects of Apple OS X - CompTIA A+, Network+, and various Microsoft certifications - Experience with VDI, virtualization technologies, or cloud hosting - Understanding of the fundamentals of DNS, especially as related to mail servers - Familiarity with Linux/Unix based operating systems and system administration - Familiarity with SonicWALL and / or Cisco firewalls and other appliances - Experience with phone wiring and phone switch installation / programming / maintenance