Sr. Systems Support Analyst

General IT Support & Administration:

·        Provide advanced troubleshooting and technical support for hardware, software, and network-related issues.

·        Ensure system security and compliance with organizational policies.

·        Manage IT projects related to system upgrades, migrations, and implementations.

·        Collaborate with cross-functional teams to enhance IT support processes and user experience.

·        Maintain IT documentation, procedures, and asset management.

·        Provide training and guidance to junior IT staff and end-users.

·        Offer on-site and remote assistance, and quickly and efficiently troubleshoot issues.

·        Provide second and third-line IT support to employee issues escalated from our Service Desk.

·        Administer and maintain IT systems, including cloud applications and enterprise software.

Incident Management & Troubleshooting:

·        Diagnose and resolve hardware, software, and network issues on Windows, macOS, and mobile platforms.

·        Troubleshoot and support enterprise applications, email, VPN, remote access, and collaboration tools (e.g., Microsoft 365, Zoom, Teams, etc.).

·        Escalate complex issues to specialized IT teams while ensuring prompt resolution for executives.

·        Maintain detailed documentation of incidents, solutions, and preventative measures.

Computer Skills:

Windows 11, Office 365, AWS, SCCM, Intune, Mac OSX, JAMF, MDM, Azure, Active Directory.

Conference & Event Support:

·        Support AV equipment, video conferencing, and hybrid meeting solutions.

·        Provide on-demand IT assistance during presentations and high-profile meetings.

·         Assist end users with best practices for effectively using IT solutions.

Required Qualifications & Skills

Technical Skills:

·        Strong expertise in Windows OS and experience in macOS and iOS platforms.

·        Hands-on experience with enterprise IT environments, including Active Directory, Microsoft O365, Exchange, OneDrive, SharePoint, Teams, and Zoom.

·        Proficiency in troubleshooting network connectivity.

·        Experience with AV technologies, video conferencing systems, and remote collaboration tools.

·        Knowledge of mobile device management (MDM) solutions, encryption, and endpoint security tools.

Soft Skills & Professionalism:

·        Excellent problem-solving and analytical skills with a keen eye for detail.

·        Outstanding verbal and written communication skills with the ability to explain complex IT concepts to non-technical users.

·        Ability to stay calm under pressure, handle urgent requests, and maintain strict confidentiality. Strong organizational and time-management skills, with the ability to prioritize tasks effectively.

·        Strong organizational and time-management skills, with the ability to prioritize tasks effectively.

• Other Qualifications: Service Now or other ITSM tools.