IT Systems Analyst

Associa•Brooklyn, NY

1d•Remote

About The Position

The IT Systems Analyst maintains, troubleshoots, and repairs computer hardware, software, networks, and minor server problems. The role installs hardware, performs software upgrades, provides desktop administration, and administers and acquires mobile devices. The analyst serves as the primary support administrator for smartphones, tablets, and non-Windows devices, and provides technical advice and support to system users. Assigned responsibilities are of moderate complexity and impact. The position requires working independently and collaboratively, with flexibility and adaptability in a fast-paced business environment. This is a remote position for candidates residing in Florida. Periodic travel to branch locations within the assigned geographic area may be required. The analyst provides Tier 2 technical support and service restoration for daily operations and projects; installs, configures, customizes, troubleshoots, upgrades, integrates, and maintains systems and end-user devices; supports inventory and asset-management accuracy; and collaborates with customers, team members, and other technical support groups. The role also contributes to service improvements and develops and edits customer and technical support knowledge-base documentation.

Requirements

Bachelor's degree.
Three to five years of directly related or closely related experience.
Knowledge of Windows 10 and Windows 11.
Knowledge of Microsoft Active Directory.
Knowledge of TCP/IP networking protocols.
Professional phone, interpersonal, written, and verbal communication skills.
Proficient project-management skills.
Self-motivated, proactive, detail-oriented, and able to work as part of a team.
Time-management and time-critical prioritization skills.

Nice To Haves

Technical certifications.

Responsibilities

Maintain, troubleshoot, and repair computer hardware, software, network, and minor server problems.
Install new hardware, perform software upgrades, and provide desktop administration.
Administer and acquire mobile devices, and provide primary support for smartphones, tablets, and non-Windows devices.
Provide technical advice and support to system users.
Coordinate with team members and service support groups to resolve incidents and requests.
Provide Tier 2 technical support and service restoration for daily operations and project efforts.
Install, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, workstations, printers, wireless devices, and handheld devices.
Deploy and report updates using Systems Management Server, System Center Configuration Manager, or similar enterprise management tools.
Create software images for end-client device deployment or provide recovery solutions for client devices.
Track computer systems and device inventory and maintain accurate data for asset management, billing, and licensing.
Use problem-solving skills, standard processes, and technologies to support secure and reliable access to systems, applications, and infrastructure.
Collaborate with, support, advise, and educate customers and team members on services, sensitive-data handling, and incident resolution.
Identify gaps in procedures and processes and recommend improvements to hardware, software, and services.
Develop and edit customer and technical support knowledge-base documentation.
Advocate for customer needs, escalate incidents and requests, and help customers resolve issues independently.
Perform other duties as assigned.