Systems Analyst

Position summary

Key responsibilities

• Provide workstation and customer-specific application support.
• Troubleshoot basic network, device, and user connectivity issues.
• Administer incident-response system reboots and provide basic operating-system support.
• Use basic Azure support skills and perform first-level virtual server triage to restore functionality.
• Follow SOPs and provide scripted application support.
• Manage Active Directory distribution groups and user accounts.
• Provide basic printing, connectivity, VPN, password-reset, and end-user email support.
• Manage, troubleshoot, and resolve service requests professionally and with appropriate urgency.
• Use research, documentation, RMM tools, ticketing, and communication to manage workflow.

Knowledge, skills, and abilities

• Basic knowledge of Microsoft 365 applications, command line, technical triage, and TCP/IP.
• Communicate technical information verbally and in writing to a wide range of end users.
• Set service expectations and provide exemplary customer service.
• Work effectively and respectfully in a team environment.
• Follow ticketing documentation, process, and workflow methodologies.

Preferred education, experience, and certifications

• Prior MSP support desk experience is highly encouraged.
• A+, Network+, and Server+ certifications are listed.
• Azure support experience is listed.
• Superior reading, writing, and communication skills are listed.
• Basic knowledge of network concepts, devices, and best practices is listed.
• Basic Microsoft 365 certification is listed.

Compensation

• Compensation is $26.00–$31.00 per hour.

Schedule and travel

• The TAC operates 24/7, with workday and after-hours shifts available Monday through Sunday.
• Estimated travel requirement is 0%.

Physical demands