Summary: The IT Systems Analyst delivers end-to-end support for staff at locations
throughout the southeast. The IT Systems Analyst acts as an expert for diagnosis and
resolution of advanced technical issues with PC hardware, software, or
network/communications tools & connectivity; Managing all aspects of PC asset lifecycle
including deployments, non-standard software installations, resolution of security incidents,
troubleshooting issues, and refresh or retirement of aging assets.
Duties and Responsibilities
1. Provides end-to-end technology support including computer, applications, network and
storage, and root-cause analysis etc.
2. Leads/Conducts incident recovery and detailed root case analysis.
3. Conducts independent analysis and assessment to resolve strategic issues.
4. Develops an understanding of organizational interactions and complexity to engage with
the appropriate matrix areas.
5. Record, track and document the service desk request problem-solving process, including
all successful and unsuccessful decisions made, and actions taken, through to final
resolution.
6. Develops or helps to develop the knowledge assets required for the operation.
7. Manage outages; proactive communication and problem management through resolution.
Tracking of Post Mortems, bug fixes, enhancements etc.
8. Supports deployment activities, managing implementation issues to resolution.
9. Works independently on a range of complex tasks, which may include unique situations.
10. Performs all other reasonable duties as assigned or requested.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or
ability required. Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Language Ability:
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to
write simple correspondence. Ability to effectively present information in one-on-one and small
group situations to customers, clients, and other employees of the organization.
Reasoning Ability:
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral
instructions. Ability to deal with problems involving a few concrete variables in standardized
situations.
Computer Skills:
Knowledge of Microsoft and Mac OS including knowledge of Applications for Windows and Mac
OS (Office, Teams, Zoom, Adobe). Management knowledge of Azure Active directory. Familiarity
with base building operating systems such as security, camera, and access control. Knowledge
of network setup and operation as well as strong troubleshooting skills.
Education/Experience:
Bachelor’s Degree or equivalent work experience; Additional training/certification in relevant area
of study strongly preferred. Microsoft Certified Desktop Support Technician certification a plus. A
minimum of three (3) years of desktop support experience. Proven ability to offer high level
desktop support in a remote environment.
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. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.
While performing the duties of this job, the employee is regularly required to stand, walk, use
hands, reach with hands and arms, and talk or hear. The employee is frequently required to stoop,
kneel, crouch or crawl and taste or smell. The employee is occasionally required to sit and climb
or balance. The employee must occasionally lift and/or move up to 50 pounds.
Work Environment:
This is a remote work position with occasional travel required.