What are the responsibilities and job description for the Technical Systems Analyst position at Integrity IT Solutions?
Integrity IT Solutions
is searching for a skilled and experienced Technical Systems Analyst to join our team to provide technical expertise, problem-solving, and dependable support in a collaborative team environment.
About Us
Integrity IT Solutions is a values-based IT Support company. Located in Union Station Kansas City, we support small-medium size companies throughout the region for all their technology needs.
A deep commitment to our core values, our clients, and each other is what sets Integrity IT Solutions apart from most organizations. Our values set a high bar that brings unity through commitment. We're easy-going. We take our responsibility seriously and work hard, but we laugh, joke, and enjoy being together.
About You
You are Humble. You are Hungry. You are Smart.
You are selfless and love to help others. You learn quickly, enjoy tackling new challenges, and love a fast paced environment. You can effectively multitask, you’re personable, you have empathy for our client’s pain points, you’re a great communicator, new challenges don’t scare you, you are a self-starter, and you are always looking for new ways to improve workflow. Most importantly, you share our core values:
- Uncompromising Integrity
- Selfless Service
- And a Desire to Help Others
About the Role
The Technical Systems Analyst is expected to model professionalism with stellar communication skills, interfacing with clients and team members both on-site and online. Daily activities include a wide variety of tasks with varying levels of complexity.
Candidate must have experience providing front-line client support for small business users, with emphasis on desktop support, troubleshooting, customer service, and escalation of advanced network or server issues when appropriate.
Because this position interacts directly with clients, you must be able to exercise discretion and independent judgment with respect to matters of client’s privileged information. You must also be able to work independently and utilize good judgment as the decisions you make will affect the operations of the company and of our clients. For our clients, many of them will view you as an advisor/consultant/ representative for the company’s products and services.
This is a full-time, in person, permanent position. There are many perks to working for Integrity IT Solutions including, medical, dental and vision benefits, 401(k), paid time off, covered parking and a great team atmosphere.
Primary Responsibilities
- Answer incoming support calls, emails, and chat requests.
- Troubleshoot hardware, software, network, and connectivity issues.
- Provide remote and onsite technical assistance.
- Resolve issues within established timeline.
- Escalate complex issues when necessary.
- Create, update, and close support tickets accurately.
- Acknowledge new tickets promptly.
- Maintain detailed notes documenting troubleshooting steps and resolutions.
- Prioritize tickets based on urgency and impact.
- Follow up with clients to ensure issues are resolved.
- Able to diagnose workstation, server, printer, and application problems.
- Troubleshoot Microsoft 365, email, and cloud service issues.
- Assist with user account management, password resets, and permissions.
- Support cybersecurity tools and endpoint protection platforms.
- Assist with workstation deployments and equipment replacements.
- Communicate professionally and effectively with clients.
- Enter time daily and accurately.
- Manage workload efficiently with minimal supervision
- Work closely with cross-functional teams (security, operations, etc.) to ensure seamless integration and functionality.
Job Requirements
- 2 to 5 years of experience with end user support/desktop support
- Security First Mindset
- Excellent written and verbal communication skills
- Flexibility to adjust to new tasks and shifting priorities as client or company needs change
- Strong interpersonal skills to interact positively with clients, co-workers, and leadership
- Self-motivated and able to work both independently and as part of a team
- Maintain a professional appearance and demeanor at all times.
- Ability to handle stress well and work quickly to meet clients’ up-time requirements
- Possess a valid driver’s license, clean driving record, and maintain reliable transportation
- Able to pass a criminal background check and a drug test
- Willing to periodically work on-call rotations