Systems Support Analyst

The Systems Support Analyst will independently provide tier 1 and tier 2 support to internal end-users and assist the Manager with tier 3 and project work. Strong communication and excellent customer service are equally important to technical skill and experience. The ideal person will deliver timely solutions the first time while leaving excellent impressions with users.

Serve as a trusted technology partner to associates by delivering exceptional support that keeps business operations running efficiently and effectively. While Information Technology is a shared services organization and does not directly generate revenue, this role is integral to the success of the company by ensuring associates have the technology, tools, and support necessary to perform their jobs. The Systems Support Analyst is expected to promptly respond to and resolve technology issues, coordinate escalations, support office relocations, manage computer deployments, facilitate employee onboarding and separation activities, and maintain reliable conference room technology.

Success in this role is measured by minimizing business disruption, maximizing associate productivity, and delivering a consistently positive customer experience.

• Independently maintain the help desk ticketing system, working tickets and maintaining timely, informative customer communication.
• Provide continued project updates to department managers.
• Assist the Systems Support Manager with project work as needed and available.
• Create/Update technical documentation and how-to's for end users.
• Perform other duties as assigned.

What we are looking for...

• Requires at least 3-5 years of progressive IT support experience in a corporate environment, including help desk, systems support, or Microsoft 365 administration.
• Must have strong troubleshooting and problem-solving skills with the ability to independently resolve complex end-user, endpoint, Microsoft 365, and access-related issues.
• Must have experience supporting Windows 11 Pro/Enterprise, Microsoft 365, Exchange Online, Microsoft Entra , Intune, One Drive, SharePoint, Teams, and related cloud services.
• Experience with email migrations preferred, including Exchange Online mailbox migrations, Outlook profile troubleshooting, shared mailboxes, distribution groups, mail flow, and permissions.
• Hands-on experience with Microsoft Intune / Endpoint Manager preferred, including device enrollment, compliance policies, configuration profiles, application deployment, endpoint security settings, mobile device management, and Windows Autopilot.
• Familiarity/Experience with Windows Server environments, Active Directory, Group Policy Administration, security groups, NTFS permissions, printer management, and basic server administration preferred.
• Experience using Power Shell, scripting, or automation tools to support Microsoft 365 administration, user and group management, application deployment, reporting, and operational efficiency preferred.
• Must have a solid understanding of security and cybersecurity fundamentals, including MFA, Conditional Access, endpoint security, patching, phishing awareness, and secure access practices.
• Basic-to-intermediate network troubleshooting experience preferred, including VPN, Wi-Fi, DNS, DHCP, TCP/IP, and remote connectivity.
• Must demonstrate experience with end-user training and the ability to explain technical concepts in a clear, professional, and user-friendly manner.
• Must be able to create and maintain clear technical documentation, including SOPs, knowledge base articles, how-to guides, troubleshooting steps, and support runbooks.
• Must have the ability…