22 Apr
IT System Support Analyst
Vacancy expired!
- Must be well versed in all aspects of O365 administration, including Exchange, SharePoint, and Teams.
- Provide hands-on administration and tier 2 support of enterprise systems in an infrastructure as a service (IaaS) platform such as AWS and Azure and cloud/SaaS applications.
- Responsibilities include designing, developing, securing, administering, supporting, managing, and defining/implementing the IT-wide support model and service/request catalog for infrastructure application solutions.
- Responsible for administering the mobile device management (MDM) and mobile application management (MAM) platforms (Intune); Microsoft Teams, Polycom A/V, and Zoom Webcasting services; OneDrive and other file sync and share tools.
- Broad understanding of systems operations change management, systems management, user support, and service desk methodologies.
- Manage and provide system administration support of a growing list of enterprise infrastructure applications.
- Proactively plan and implement application upgrades, maintenance fixes, and vendor-supplied patches.
- Support and management of: Desktops, laptops, and mobile devices (Windows/ Mac OSX, Android, iOS, or similar).
- Videoconferencing equipment (Cisco/Polycom/Zoom/Teams).
- Remote user support via phone and remote management tools, including VPN, Terminal Services, and Remote desktop connections.
- Shared resources such as printers, shared workstations, conference rooms, projectors, and telephones.
- Proficiency in Excel, Word, Project, Visio, and PowerPoint.
- Sound administration and interpersonal skills. Must be able to interact in a team environment.
- Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines. Ensure the Service Level Agreement performance standards are met.
- Generate customer-facing documents. Runbooks, training aids, quick reference guides, and other aids to make customers self-sufficient.
- Recommend and produce procedures and standards to improve the quality and delivery of service to customers.
- Has a high degree of diplomacy with the ability to see and rationalize multiple points of view.
- Proactive behavior when faced with pending or potential service issues.
- Prefer Associate Degree in Computer Science or 4 years relevant IT experience.
- Prefer IT Certifications such as CompTIA A+, Network+, ITIL Foundation, HDI Tech Support Professional.
- 2+ years of experience in IT support activities with a focus on VIP/Executive level support.
- 5+ years of hands-on experience supporting Microsoft desktops/laptops, Apple and Android mobile devices such as iPads, tablets, iPhones, etc.
- Ability to absorb and retain information quickly and to present ideas in a user-friendly language.
- Proven analytical and problem-solving abilities.
- Exceptional customer service skills.
- Computer Skills: Windows 10, Office 365, AWS, SCCM, Intune, Mac OSX, MDM, Active Directory, Windows Server administration, and Linux server administration.
- Other Qualifications: ServiceNow, Remedy, or other ITSM tools.
Vacancy expired!