Systems Analyst

JOB TITLE: Systems Analyst 

DEPARTMENT: Information Technology 

REPORTS TO: Director, Information Technology 

CLASSIFICATION: Full-Time, Exempt 

REMOTE WORK: Occasional 

GENERAL SUMMARY  

Under the guidance of the Director, Information Technology the Systems Analyst manages the organizational helpdesk system, and identifies, diagnoses, troubleshoots, develops, and implements technology solutions. This team member ensures the smooth operation of organizational systems and a customer-centric approach to meet colleagues’ and organization’s needs in support of strategic goals and initiatives.  

ESSENTIAL FUNCTIONS  

• Provide excellent customer service routing and tracking tickets, emails, and calls for appropriate resolution.  
• Practice and advise on basic-but-thorough Information Security principles. 
• Manage and improve established organization help desk system, routing and tracking tickets, emails, and calls for appropriate resolution. 
• Accept and resolve technical support tickets, emails, and calls, escalating advanced issues to appropriate team members as needed. 
• Monitor IT infrastructure performance data to identify issues.  
• Identify, diagnose, troubleshoot, develop, and apply solutions to hardware, software, and network issues.  
• Test modifications of existing system solutions and new technology solutions including gathering of user input and feedback to enhance solutions.  
• Align and communicate solution rollouts to organizational stakeholders.  
• Manage organization wide equipment procurement, deaccessioning, and recycling. 
• Install, maintain, troubleshoot, and resolve end-user hardware, software, and network access-related issues in a multiplatform environment. 
• Create, maintain, and terminate computer, user, and group objects and access privileges through Active Directory, Entra, group policy, and M365 Admin Center.  
• Execute new user technical set up, orientation, and training based on DIA policy and procedures.  
• Perform maintenance and enhancement on automated enterprise-scale OS, software, and mobile deployment solutions in Intune.  
• Perform basic project management and execution of system and software deployments, training, or other assigned projects.  
• Coordinate with vendors for service and support as needed.  
• Maintain hardware and software inventories.  
• Support creation and maintenance of relevant documentation and standard operating procedures for assigned duties.  
• Apply DIA values to interactions to support a culture of belonging among internal and external stakeholders.  
• Perform other duties as assigned.    

QUALIFICATIONS  

EDUCATION AND EXPERIENCE   

Bachelor’s degree in information systems, computer science, or related field required. Five (5) years’ experience in an IT Support role required. Additional years of experience may be substituted for the degree requirement.  

KNOWLEDGE, SKILLS, AND ABILITIES   

• Experience with project management systems or software, Wrike preferred. 
• Demonstrated experience with and advising on basic-but-thorough Information Security principles. 
• Working knowledge of best practices for device and software deployment and maintenance. 
• Demonstrated organizational skills to plan, manage, prioritize, and complete multiple on-going projects to meet deadlines and goals.   
• Experience with developing and tracking budgets for projects, assuring adherence to approved budgets.  
• Must have demonstrated active listening and communication skills and an ability to communicate clearly and professionally. 
• Ability to calmly and professionally deescalate and resolve challenging situations with team members and visitors. 
• Ability to identify challenges and opportunities, engage others in their resolution, and recommend appropriate course of action.  
• Ability to provide information, ideas, and instructions clearly, effectively, and professionally through talking or writing.  
• Demonstrated ability to provide strong customer service. 
• Demonstrated ability to work with attention to detail and produce accurate results. 
• Must possess a demonstrated understanding of ethical business conduct and professional practices including maintenance and protection of confidential and sensitive information.   
• Ability to work occasional weekend and evening hours as needed. 
• Must be proficient in the latest version of Office 365. 
• Must have proficiency in the use of remote work technology such as scheduling with, connecting to, and using digital collaboration platforms such as Microsoft Teams. 
• Must be able to establish and maintain professional, productive, and courteous interactions that promote positive teamwork.  This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from a supervisor.   

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon receiving notice, reasonable accommodations may be made, if possible, to enable individuals with disabilities to perform the essential functions.