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Systems Support Analyst
2 weeks ago
**Scope**
**Position Reports To**: Director of IT
**Role and Responsibilities / Essential Functions**
**Systems Support**
Troubleshoot and resolve issues escalated from Tier 1 requiring Tier 2 administrative privileges in various portals including but not limited to:
- Microsoft Azure user administration
- Microsoft Intune administration
- Microsoft Office 365 administration
- Adobe
- DocuSign
- AssureSign
- OpenText
- Meraki
- Workspot
- Fuze
- ConnectWise ScreenConnect
- NSM Proprietary Applications.
- Report trends and discrepancies that cause business impact to immediate supervisor and higher tier team members for remediation.
- If requested, assist higher tiers on issues resulting in mass outages to resolve in a timely manner that minimizes business impact.
**Escalations**
- Be first level escalation points for Tier 1 Technical Support Specialists members for incoming issues they are unable or unsure of how to resolve for system support.
- Escalation to Tier 2 support will follow formal paths of escalation set up with Tier 1 on System support.
**Strategy & Planning**
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
**Onboarding**
Coordinate with Asset Support Analyst resources for New Hires following their accounts being created by this role.
**Offboarding**
Coordinate and ensure that all terminated employee’s accounts are terminated in a timely manner.
**Operational Management**
- Communication with end-user included initial contact, update, and follow-up at conclusion of support.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from Technical Support Specialist customers.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the Technical Support Specialist request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure the problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and frequently asked questions lists for end users. Validate policy or escalate fringe situations with IT management prior to communication to end-users
- Validate policy or escalate fringe situations with IT management prior to communication to end-users.
**Competencies / Skills**
- College diploma or technical school in the field of computer science and/or one (1) year of equivalent work experience.
- Preferred certifications in CompTIA A+ or Microsoft tracks but not required
- Ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly language.
- Knowledge of basic computer hardware, including functionality and interworking of the components.
- Experience with desktop operating systems - Windows 10 and later and basic Active Directory Management including Entra/Azure AD.
- Working knowledge of a range of diagnostic utilities, including native windows tools, ping, nslookup, msconfig, event logs and system restore.
- Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills.
- Highly self-motivated and directed.
- Strong attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
Up to 25% travel will be required in this role.
**Job Types**: Full-time, Permanent
Pay: $60,000.00-$80,000.00 per year
**Benefits**:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
Schedule:
- Monday to Friday
Work Location: In person
