Systems Support Analyst III

JOB SUMMARY:

The Systems Support Analyst is responsible for the day-to-day management and health of our internal corporate systems. This position will be responsible for managing all servers and endpoints within the environment. The position will be responsible for managing issues, if necessary, with 3rd party vendors. You will work highly independently day-to-day, but will work closely with global peers to design, manage, and support the global environment and all devices within it. 

GENERAL DUTIES AND RESPONSIBILITIES:

• Perform Software Installation, diagnostics, and repair. 

• Network Analysis and Troubleshooting, to include installation of network gear and communication with ISP. 

• Work cooperatively with users to provide basic direction and instruction with computer applications and systems. 

• Maintain confidential data and information. 

• Analyze problems; identify alternative solutions, project consequences of proposed actions. 

• Communicate clearly and concisely, both orally and in writing. 

• Analyze situations carefully and adopt effective courses of action. 

• Operate and maintain Apple iOS and MacOS hardware. 

• Operate Windows based hardware and software. 

• Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs. 

• Perform highly skilled and complex PC maintenance, repair, analysis, and testing. 

• Ensure compliance with and follow standard practices and procedures common to computer networking and information systems work. 

• Establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work. 

Positions at this level are required to work under remote supervision within a framework of established procedures. Incumbents are expected to perform a full range of duties with only occasional instruction or assistance. 

EDUCATION REQUIREMENTS:

College degree, or related work experience, or High school diploma/equivalent and related work experience. 

CompTIA A+ certified or equivalent certification

CompTIA Net+ certified or equivalent certification

GENERAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Positions at this level require 6+ years of direct experience and successful performance.

• Excellent verbal and written communication skills 

• Experience with handheld scanners, label printers, and other ruggedized equipment a plus. 

• Strong knowledge of MacOS, Windows OS and MS Office products 

• Strong troubleshooting skills 

• Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management. 

• Ability to handle multiple competing priorities. 

• Ability to work with minimal supervision. 

• Ability to use discretion and confidentiality with access to sensitive data. 

• May require occasional travel to remote locations. 

• Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs. 

• Experience troubleshooting and resolving WAN/LAN print related issues.  

• Ability to perform Active Directory administrative tasks including creating users, reviewing group policy settings, and managing computer accounts within an organizational unit structure. 

• A strong dedication to quality customer service. 

• Good analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last-minute requests.  

• Responsible for all aspects of end-user computer provisioning including setup of hardware, software, and peripherals. 

• Ability to diagnose and resolve end-user network, VPN, WI-FI, and local area network access problems. 

• Experience with ServiceNow and JIRA for tracking issues and projects. 

• Experience with hardware asset management and lifecycle replacement schedules.