Systems Analyst II

Role Overview

As a Systems Support Analyst II in Technical Services, your role includes managing Tech service requests via our ticketing system, walk-ups, and/or direct messages to include Slack channels. You'll document user problems, suggest resolutions, and manage the workflow through completion. This may require direct interfacing with the end-users, remote support, escalation, etc. Your role will be responsible for the entire lifecycle of a user's request or incident.

You'll also use, create, edit, and maintain the Knowledgebase, which includes SOPs and troubleshooting steps for common issues. Automation will be a key priority in this role. This could be revising a process to ensure efficiency or a complete revamp of the process. Prioritizing first-class customer service is essential to ensure a positive user experience.

• Customer Service & Executive support:
  Excel in delivering outstanding hospitality, demonstrating active listening, empathy, and a commitment to follow through in all interactions. This role understands how to support an executive team and the attention to detail that must be displayed when called on for support. This role involves understanding user needs by asking the right probing questions. The role provides timely and empathetic responses to inquiries and issues while ensuring resolutions are effectively communicated and implemented, fostering positive relationships and trust with users.
  
  While technical aptitude is important, this role must be able to communicate with a variety of users, both technical and non-technical.
• Diverse Endpoint Support:
  Provide robust and responsive technical support for various endpoints including PC and Mac computers, printers, conference room systems, BYOD (Bring Your Own Device) phones, and digital signage. Troubleshoot and resolve issues swiftly to minimize downtime, offering user-friendly guidance and ensuring a seamless operational experience across all these platforms.
• Documentation:
  Responsible for meticulous documentation, encompassing taking detailed notes on user-reported problems, formulating potential resolution steps, and efficiently managing the influx of support requests. This role requires keen attention to detail and strong organizational skills to ensure accurate and comprehensive records are maintained, aiding in swift and effective problem-solving and enhancing the overall efficiency of the support process.
• Proficient in Problem-Solving and Critical Thinking:
  Utilize a range of common problem-solving techniques such as root cause analysis, brainstorming. Demonstrate adaptability and critical thinking in challenging situations, ensuring effective and innovative solutions that enhance operational efficiency and customer satisfaction.
• Fulfilling Access Requests:
  Accountable for comprehensive user administration across various systems and applications; this role demands proficiency in light system administration tasks in multiple platforms, including Microsoft 365. The responsibility encompasses user account setup, maintenance, and troubleshooting, ensuring seamless access and functionality for users within these diverse environments.
• Collaborative Team Interaction and Knowledge Sharing:
  Actively engage in team-based troubleshooting, offering and seeking assistance with technical issues to foster a cooperative work environment. Diligently document resolutions and processes in the knowledge base, enhancing the team's collective knowledge and efficiency, and exemplifying the values of teamwork and continuous learning.

• A result-driven mentality is key in the role as the ideal candidate will be familiar with setting goals and showing progress/status throughout.
• Excel in both written and verbal communication, ensuring clarity, professionalism, and a customer-centric tone in all interactions.
• Employ active listening and empathetic responses to understand and effectively address client needs, fostering positive relationships, and ensuring customer satisfaction in every interaction.
• Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or…