Analyst, Managed Services

Do you have the CHOPS
? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients.

Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

The Analyst, Managed, Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiriesonthe Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on theflywhile solving diverse technical challenges.

The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

This position is open due to a vacancy.

About ITS

Do you have the CHOPS
? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients.

Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

The Analyst, Managed, Services is part of the Managed Services team responsible for supporting multiple clients and handling inbound and escalated inquiriesonthe Service Desk. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on theflywhile solving diverse technical challenges.

The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

This position is open due to a vacancy.

• Manage service tickets assigned to yourpersonalandteamqueue and respond in agreed-upontimeframe.
• Provide superior service to customers and clients with limited supervision consistently.
• Provides remote hardware/software support, documentation, supportlogsand other related information throughouttriageprocess.
• Act asinternalescalationpointfor other Technicians to engagefortechnicalassistanceor process guidance and provide guidance to teammates on operational processes, troubleshooting or customer service.
• Responsible for the management of network, datacenter, security, and voice technologies. This includes but is not limited to Cisco,Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, Net App and other technologies.
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Uses monitoring tools to investigate potential issues or respond to monitoring events,this can include but not be limited to Kaseya VSA,Connectwise Automate,Logic Monitor, Nagios, etc.
• Assistsin monitoring andmaintainingnetwork hardware and software;analyzesandtroubleshootsthe logs and tracks the nature and resolution of problems and can perform all levels of…