IT Systems Analyst

What You’ll Do

• Provide technical assistance and support for incoming service desk tickets either in person, online, or over the phone for issues related to computer systems, software, and hardware.
• Investigate & resolve issues reported by users and communicate with specific resources to resolve escalated issues.
• Follow up with customers to ensure issues have been resolved.
• Able to plan, prioritize and organize workload working within service level agreement standards and agreed objectives.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Able to react to change productively and handle other essential tasks as assigned.
• Manage and track hardware requirements ensuring that the asset inventory for all offices and properties across North America/EMEA/APAC is updated and maintained.
• Work to automate processes, develop reports, and implement ITIL best practices related to Service Desk/Helpdesk operations.
• Ensure that the company’s data and information are protected from unauthorized access.
• Provision access requests for corporate applications within an enterprise environment.
• Provide solutions to any complex IT-related challenges in the organization.
• Attend and contribute to team meetings.
• Integrate and support new technologies as required.
• Follow and adhere to IT department policies and procedures.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Must have a positive “can-do” attitude.
• Must be punctual and have the ability to work “off/after” hours as needed.
• Must be able to thrive in a high-energy environment.

Job-Specific Knowledge, Technical Skills, and Abilities:

• Customer Service Skills, Problem Analysis, and Problem-Solving Skills
• Ability to prioritize and manage own workload without direct supervision.
• Experience with technology product evaluation, selection, acquisition, integration, and deployment processes.
• Strong project planning, organizational, and time management skills.
• Ability to handle multiple jobs at the same time.
• Ability to take proactive steps in managing problems.
• Experience with the implementation of both enterprise and departmental solutions.
• Strong interpersonal, written, and verbal communication skills.

Experience You’ll Bring

• Degree/Diploma in Computer Science, Information Technology, or a similar technical discipline.
• At least three to four years of progressive experience in IT, with a strong technical background. 
• Ability to speak comfortably with Business Unit staff as well as technical IT personnel. Must be able to perform a moderate to deep level of hands-on support.
• Experience with Servers, Networks, Storage, MS SCCM products, & Active Directory
• Working knowledge of Office 365 Platform (Including Teams).
• Working knowledge of Active Directory/SCCM/Windows Platform.
• Working knowledge of Windows 10 & Mac OSX.
• Working knowledge of LAN/WAN Environments.
• Experience with virtualization environments (Hyper V)
• Experience with VoIP Phone Systems
• Excellent attention to detail
• Excellent analytical and troubleshooting skills.

Nice to Have:

• A+, Network+, Security+, MCSA, MCSE, ITIL certification