IT Systems Analyst
About The Position
The IT Systems Analyst provides technical support and assistance to end users to help ensure the smooth operation of hardware, software, and network systems. The role troubleshoots reported issues, resolves technical problems, and provides a high level of customer service. This is an in-person position located in Bowling Green, Kentucky. The position is classified as exempt, is in the IT department, and reports to the IT Manager. The analyst responds to help desk requests through email, Teams, and phone; provides first-level support; resolves or escalates user issues; and follows up with users through resolution. The role also handles user account creation, PC and software setup, smart-device deployment, licensing assignments, and IT documentation. Additional duties include monitoring infrastructure and enterprise business systems, assisting with critical-system troubleshooting, contributing to projects and audits, coordinating with IT colleagues and other departments, and working with vendors and contractors. Other duties may be assigned as required.
Requirements
- A computer-related college degree is required; some education requirements may be offset by industry or federal work experience.
- At least 2 years of experience in the IT field.
- Familiarity with databases.
- Knowledge of Microsoft Windows-based applications, including Word, Excel, Outlook, and Adobe Acrobat.
- Ability to read and comprehend basic English and follow instructions.
- Very good oral, written, and interpersonal communication skills, with self-direction, tact, diplomacy, and a clear, courteous, professional manner.
- Ability to work independently with minimal supervision and collaboratively with a variety of professionals.
- Analytical thinking and ability to explain difficult concepts to non-technical users.
- Self-starter with multitasking ability, attention to detail, and strong computer and math skills.
Responsibilities
- Respond to help desk tickets and requests received through email, Teams, and phone.
- Provide first-level support and troubleshoot user issues.
- Escalate unresolved queries and hardware or software issues to the appropriate level of IT support.
- Track, route, and redirect problems to the appropriate resources.
- Guide users through problem-solving steps and follow up with them until issues are resolved.
- Create system users and accounts.
- Set up PCs and software.
- Deploy smart devices and assign licenses.
- Maintain documentation for IT processes and procedures.
- Monitor and manage infrastructure systems and enterprise business systems.
- Assist with troubleshooting critical IT systems as needed.
- Collaborate with infrastructure team members and other departments on tasks and projects.
- Work with vendors and contractors to complete tasks and projects.
- Assist with IT audits.
- Work closely with other IT staff to accomplish IT goals.
- Help with site installation activities for infrastructure tasks.
- Perform other duties as required.
- Maintain a clean work area and observe safety rules.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
