Sr Systems Analyst

Role overview

Key responsibilities

• Act as an escalation point for L1 Systems Analysts and deliver advanced workstation and customer-specific application support.
• Troubleshoot network connectivity, devices, user connectivity, VPN issues, and password resets.
• Administer incident-response reboots, provide basic OS support, and use basic Azure support skills.
• Provide second-level virtual server triage to restore functionality; support Active Directory, email, printing, and connectivity.
• Deliver scripted application support, perform root cause analysis, and follow SOPs to resolve technical issues.
• Provide standardized triage SOPs and manage service requests using research, documentation, RMM tools, ticketing, and communication.

Knowledge, skills, and abilities

• Advanced knowledge of Microsoft 365 applications and command line; understanding of advanced technical triage and intermediate TCP/IP.
• Communicate technical information to end users and customer IT departments, set service expectations, and provide professional customer service.
• Work independently and with a team; follow ticketing methods for documentation, process, and workflow.

Preferred experience and certifications

• Prior MSP support desk experience is highly encouraged.
• A+, Network+, Server+, or Microsoft 365 certification; Azure support and VMware knowledge are preferred.
• Intermediate knowledge of network concepts, devices, and best practices; strong reading, writing, and communication skills are preferred.

Physical demands