Junior Systems Analyst

Description

The Junior Systems Analyst positions primary responsibility is to provide first level internal Company support. Additionally, this position will perform routine network systems maintenance. Work items range from desktop support to routine network administration.

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Learning and supporting existing and newly implemented SAAS systems and escalating to System provider when necessary.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN.
• Support of disaster recovery solutions.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Communication with company associates as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

• Accept cases from the support queue.
• Assist company associates with support needs.
• Clearly communicate status on problems as well as resolution.
• Exceed SLA guarantees to Company clients.
• Clearly document all tasks.
• Maintain high associate satisfaction.
• Network connectivity and scanning/printers.

• User management (Microsoft Active Directory and Exchange).
• Microsoft 365 Suite.
• Point of Sale Solutions (Toast, Mindbody, Future Pos).
• Accounting System (Yardi).
• VoIP Systems (8x8).
• MDM Solutions (Intune).
• CRM Solutions.
• Internet Service Providers.

• Fast turnaround of company associates requests.
• Ability to work in a team and communicate effectively.
• Work in collaboration with direct report to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests to Systems Analyst or managed service provider that require engineer level support.

• One-year relevant experience working as an outside support resource or two years relevant experience working as an internal support resource.
• Two-year degree, or active pursuit of a two-year degree.
• Cisco CCNA or CompTIA Network+ are a plus.
• Self-motivated with the ability to work in a fast-moving environment.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer‑care
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understand and support tools, techniques, and how technology is used to provide IT services.
• Basic understanding of networking principles (TCP/IP, DNS, DHCP, etc.).
• Entry level knowledge of Active Directory.
• Ability to break problems down and use a logical process of elimination.
• Firm understanding of desktop hardware.
• Firm understanding of mobile device configurations and support.
• Ability to follow complex detailed instructions to accomplish more complex tasks Example:
  Desktop Deployment Guide.
• Effectively read, write, and communicate in English.
• Ability to deal tactfully with personnel, residents, family members, visitors, regulatory agencies, and the public.