Job Details

System Support Analyst

The System Support Analyst plays a critical role in maintaining and enhancing the organization's IT infrastructure. This position is responsible for analyzing and resolving technical issues related to system administration and network performance, with the goal of delivering outstanding support and ensuring operational efficiency.

Key responsibilities include managing system integrations, optimizing existing computer systems, and assessing system capabilities, workflows, and potential limitations. The analyst will work closely with internal teams to troubleshoot issues, implement effective solutions, and provide expert guidance on technical matters. Expected to be proactive in identifying areas for improvement, committed to delivering high-quality support, and focused on maintaining a stable, secure, and reliable technology environment that enhances productivity across the organization.

Education and Experience:

• Associates degree (Bachelor's degree preferred) in Computer Science, Information Technology, or related field preferred. Equivalent work experience is acceptable.
• Three (3) or more years of previous experience in an IT-related field.

Position Responsibilities:

• Network Support: Analyzing, testing, installing, and troubleshooting workstations and network infrastructure, including LAN, WAN, cloud, servers, and data communications networks.
• Software Support: Providing technical support for in-house and third-party software applications, including configuration, deployment, and upgrades.
• Troubleshooting and Problem Solving: Identifying and resolving technical problems, guiding users through step-by-step solutions either in-person, by phone, or email.
• System Monitoring: Monitoring system performance and ensuring availability and reliability.
• Collaboration and Communication: Work with end users and other stakeholders to understand needs and implement effective solutions.
• Documentation: Create comprehensive documentation and knowledge base articles for future reference.
• Record: Document accurate information for all support tickets, including issue descriptions, resolutions, and time entries.
• Training: Providing training and support for end-users.
• System Improvement: Identifying opportunities to improve system performance and efficiency to include meeting with end users, and management to establish requirements for new systems or modifications.
• Risk Management: Identifying and planning to mitigate risks to IT systems.
• Change Control: Supporting users on change control and system updates.
• Security: Assist in overseeing system security policies, assessments, and cybersecurity program.
• Maintenance: Assist in planning and executing system upgrades and maintenance activities to enhance system performance and reliability.
• Research and Evaluation: Stay informed about emerging technologies and prepare evaluations of software or hardware and recommend improvements or upgrades to organizational systems.
• Performs other duties as assigned

Required Skills/Abilities:

• Interpersonal skills: Able to communicate effectively with both technical and non-technical users in formal and informal settings.
• Communication: Excellent verbal and written communication skills.
• Time management: Know how to prioritize and focus on tasks, schedule effectively, maintain productivity, manage interruptions, and utilize time effectively.
• Analytical and problem-solving skills: Able to diagnose issues, develop effective solutions, and tackle setbacks and system failures.
• Technical expertise: Understanding of computer hardware, software, and networking concepts.
• Attention to detail: Able to identify and resolve subtle details and/or issues.
• Administration: Excellent organizational skills and attention to detail.
• Systems: Proficient in operating systems, ERP Systems and their functionality, software, hardware, and network troubleshooting.