Associate Systems Analyst

The Associate Systems Analyst is an entry-level individual contributor within Managed

Services, responsible for providing foundational client support, performing initial issue

triage, and assisting with routine technical tasks under close supervision. This role serves

as the entry point into the Managed Services technical career path, focused on learning

core systems, processes, and customer service standards.

Operating with defined scripts, documentation, and supervision, the Associate Systems

Analyst prioritizes accuracy, responsiveness, and growth, while escalating non-routine or

complex issues to more senior team members. The role is customer-facing and

emphasizes strong communication, process adherence, and skill development.

• Receive and process service requests via phone, email, and ticketing systems.
• Accurately create tickets using predefined templates and required fields.
• Gather and document relevant information to support troubleshooting and escalation.
• Provide basic status updates to clients under guidance.
• Resolve basic, routine technical issues using documented procedures and scripts.
• Assist with standard support tasks across client environments, including:
  Password resets and basic user account updates, Simple Microsoft 365 administrative tasks, Basic workstation and peripheral troubleshooting
• Escalate issues that fall outside documented procedures or experience level.
• Follow defined escalation paths, service workflows, and SLA requirements.
• Maintain ownership of assigned tasks until resolution or proper handoff.
• Accurately track time and activities in PSA tools.
• Follow all Managed Services, company, and client processes.
• Participate in assigned training, shadowing, and skill-building activities.
• Support team members with administrative or preparatory technical tasks.
• May be asked to participate as needed in 24/7/365 on-call rotation.

At the Associate level, the Associate Systems Analyst is expected to be learning fundamentals and developing comfort with core platforms under close supervision, including:

• Microsoft 365 / Entra  – Basic exposure to user and license management
• Azure – Awareness of platform purpose and navigation
• Networking – Recognition of basic connectivity concepts
• Endpoint Management – Entry-level troubleshooting of Windows/macOS devices
• Email Platforms – Basic understanding of mail delivery and configuration issues
• PSA and ticketing systems (navigation and data entry)
• Monitoring tools (alert awareness, not alert ownership)
• Standard documentation and knowledge bases