IT Systems Support Analyst

IT Systems Support Analyst

The IT Systems Support Analyst role enhances the end-user experience and ensures system availability, enabling users to accomplish organizational tasks efficiently. This includes managing back-end systems, actively resolving end-user help requests, configuring and supporting laptop computers, and provisioning and managing user accounts across several systems. The successful candidate must be a self-starter with the ability to manage multiple tasks simultaneously, own deliverables from start to finish, prioritize their workload effectively, and thrive in a dynamic environment. This individual must perform effectively under pressure, managing multiple overlapping deadlines within tight timeframes, all while maintaining a consistently positive attitude.

Primary Job Function:

• Developing and managing systems critical to the end-user experience, including Mobile Device Management (MDM) and IT Asset Management (ITAM) environments.
• Develop and enforce IT lifecycle management frameworks for end-user accounts, devices, and compliance workflows.
• Conduct systems analysis to evaluate current end-user environment and recommend enhancements that align with business goals and security standards.
• Consult with end users to determine their technological needs and offer solutions based on company standards or recommend new standards to the head of IT Infrastructure for review and adoption.
• Assist with ensuring compliance with cybersecurity frameworks and incident response planning and execution.
• Collaborate with Managed Service Providers (MSPs) and serve as an escalation point for their support technicians, ensuring end-users receive the best service levels possible.
• Provide Tier 2/3 technical assistance for escalated issues related to computer systems, software, and hardware.
• Follow up with customers to ensure issue resolution.
• Be an active learner, stay abreast of the latest IT trends and updates, continuously learning and improving technical skills.
• Collaborate with the team on technology rollouts and upgrades to ensure a seamless transition.
• Participate in on-call duties to respond to critical incidents after hours.
• Travel to other Strike facilities as required by the business, up to 20%.
• Perform other duties as assigned.

Experience:

• 4+ years of experience in an IT support role
• 2 years of college/technical study in the field or equivalent education and experience combined.
• CompTIA A+ certification is preferred.
• Working knowledge of Windows Server Administration with Active Directory (provisioning, group policies, OU, scripting, etc.) and remote systems management tools.
• Experience configuring and troubleshooting desktops, laptops, and other office peripherals.
• Working knowledge of Microsoft Windows 11.
• Experience with Intune and Microsoft 365 Administration.
• Experience configuring and troubleshooting smartphones (Android, iOS).
• Previous experience utilizing an ITSM system to record and track reported incidents.
• Demonstrate ability to deliver superior customer service is required.
• Scripting experience with PowerShell.

Competencies:

• Strong troubleshooting and analytical skills.
• Proven time management and follow-through skills with the ability to work on multiple tasks.
• Analyzes problems and makes sound decisions promptly.
• Utilizes multi-tasking and organizational skills with attention to detail and emphasis on quality.
• Displays superior written and oral communication skills and employs active listening skills.
• Displays tactful, mature, professional demeanor with well-developed interpersonal skills, including working with diverse personnel.
• The ability to communicate technical information to non-technical users.
• Can accurately work independently and with a team in an agile environment.

Physical Demands:

• Regularly required to sit, talk, and hear.
• Frequently required to reach with hands and arms to grasp.
• Regularly required to stand, walk, stoop, kneel, crouch, or crawl.
• Occasionally lift and/or move up to 40 pounds.
• This job's specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Other Criteria:

• Ability to pass Strike's driver eligibility (MVR) requirements.
• Complies with Strike's policies and procedures.
• Complies with Strike's Drug & Alcohol Policy, maintaining favorable drug testing results throughout employment.
• Performs job safely concerning others, property, and individual safety.
• Works effectively with others to encourage teamwork and productivity.
• Authorized to work in the United States.
• Strike is an Equal Opportunity Employer Powered by JazzHR