The IT Systems Analyst maintains, troubleshoots and repairs computer hardware,
software, network, and minor server problems. In addition the incumbent installs
new hardware, performs software upgrades, and provides desktop administration as
required. Assigned area(s) of responsibility are activities of moderate
complexity and impact. In addition, the individual will handle the
administration and acquisition of mobile devices and serve as the primary
support administrator for smartphone, tablets, and non-windows devices as
require for the support of the organization. In this role they will provide
technical advice and support to system users. This individual is expected to
perform a variety of tasks as required for business operational support. The
incumbent must consistently demonstrate the ability to work both independently
and in a team setting, demonstrating flexibility and adaptability in a
fast-paced business environment.
This is a remote position for candidates residing in Florida State. It may
require periodic travel to branch locations within the assigned geographic area.
Duties include but are not limited to:
Actively coordinates with team members and other service support groups to
effectively resolve incidents and requests.
Provides tier 2 technical support and service restoration for daily
operations and project efforts.
Follows procedures and guidelines to install, configure, customize,
troubleshoot, upgrade, integrate, and maintain systems, software,
workstations, printers, wireless devices, and handheld devices.
Deploying and reporting updates with Systems Management Server or System
Center
Configuration Manager or similar enterprise management tools for desktop
management
Creating discrete software images for deployment of end client devices or
providing recovery solutions for client devices.
Supports and collaborates with team members and other technical staff.
Demonstrates quality service and accountability in the process of: resolving
incidents; and, tracking computer systems and device inventory, resulting in
accurate, timely, and efficient solutions and data as evidenced by: meeting
customer needs; meeting or exceeding established performance metrics; and
accurate data for asset management, billing, and licensing.
Proactively seeks information and utilizes analytical and creative
problem-solving skills along with standard processes and technologies
resulting in secure and reliable connections to and use of systems,
applications, and infrastructure.
Demonstrates relationship building, effective communication skills, and
quality service in the process of collaborating with, supporting, advising,
and educating customers and team members on the use of services, handling of
sensitive data, and resolving incidents, resulting in efficient, effective,
and compliant use of hardware, software and services.
Promotes understanding with customers on the benefits of the IT service
provider model to help foster collaboration.
Contributes to hardware, software, services enhancements by identifying when
established procedures are not working and there are gaps in processes and
makes recommendations for improvements. Develops and edits customer and
technical support knowledge base documentation.
Demonstrates relationship building and effective communication skills as a
member of technical services through active listening and frequent
communication with department staff, resulting in understanding customer
needs, creating buy-in for enhancements, and collaboration with department
staff.
Demonstrates quality service by actively contributing to customer
satisfaction through advocating for customer needs, escalating incidents and
requests, and increasing the customer’s ability to help themselves, resulting
in meeting or exceeding customer satisfaction metrics.
Other duties as assigned.
Qualifications
Knowledge and Skills
Maintain, troubleshoot and repair computer hardware, software, network, and
minor server
problems configurations.
Knowledge of Windows 10 and 11
Knowledge of Microsoft Active Directory usage.
Knowledge of TCP/IP Networking Protocols.
Professional communication skills (phone, interpersonal, written, verbal,
etc.).
Project management at a proficient level.
Self-motivated, proactive, detail oriented and a team player.
Time management and time critical prioritization skills.
Education and Experience
Bachelors Degree Required
3 – 5 years of directly related or closely related experience
Technical Certifications
Travel Requirements
This position may require periodic travel to branch locations within the
assigned geographic area, state, or region.