IT Systems Support Analyst

Strike•Spring, TX

12d

About The Position

The IT Systems Support Analyst role enhances the end-user experience and ensures system availability, enabling users to accomplish organizational tasks efficiently. This includes managing back-end systems, actively resolving end-user help requests, configuring and supporting laptop computers, and provisioning and managing user accounts across several systems. The successful candidate must be a self-starter with the ability to manage multiple tasks simultaneously, own deliverables from start to finish, prioritize their workload effectively, and thrive in a dynamic environment. This individual must perform effectively under pressure, managing multiple overlapping deadlines within tight timeframes, all while maintaining a consistently positive attitude. Primary Job Function: Developing and managing systems critical to the end-user experience, including Mobile Device Management (MDM) and IT Asset Management (ITAM) environments. Develop and enforce IT lifecycle management frameworks for end-user accounts, devices, and compliance workflows. Conduct systems analysis to evaluate current end-user environment and recommend enhancements that align with business goals and security standards. Consult with end users to determine their technological needs and offer solutions based on company standards or recommend new standards to the head of IT Infrastructure for review and adoption. Assist with ensuring compliance with cybersecurity frameworks and incident response planning and execution. Collaborate with Managed Service Providers (MSPs) and serve as an escalation point for their support technicians, ensuring end-users receive the best service levels possible. Provide Tier 2/3 technical assistance for escalated issues related to computer systems, software, and hardware. Follow up with customers to ensure issue resolution. Be an active learner, stay abreast of the latest IT trends and updates, continuously learning and improving technical skills. Collaborate with the team on technology rollouts and upgrades to ensure a seamless transition. Participate in on-call duties to respond to critical incidents after hours. Travel to other Strike facilities as required by the business, up to 20% Perform other duties as assigned.

Requirements

4 + years of experience in an IT support role
2 years of college/technical study in the field or equivalent education and experience combined.
Working knowledge of Windows Server Administration with Active Directory (Provisioning, Group PAGE 2 OF 2 Policies, OU, scripting, etc.) and remote systems management tools.
Experience configuring and troubleshooting desktops, laptops, and other office peripherals.
Working knowledge of Microsoft Windows 11
Experience with Intune and Microsoft 365 Administration
Experience configuring and troubleshooting smartphones (Android, iOS).
Previous experience utilizing an ITSM system to record and track reported incidents.
Demonstrate ability to deliver superior customer service is required.
Scripting experience with PowerShell
Strong troubleshooting and analytical skills.
Proven time management and follow-through skills with the ability to work on multiple tasks.
Analyzes problems and makes sound decisions promptly.
Utilizes multi-tasking and organizational skills with attention to detail and emphasis on quality.
Displays superior written and oral communication skills and employs active listening skills.
Displays tactful, mature, professional demeanor with well-developed interpersonal skills, including working with diverse personnel.
The ability to communicate technical information to non-technical users.
Can accurately work independently and with a team in an agile environment.
Regularly required to sit, talk, and hear.
Frequently required to reach with hands and arms to grasp.
Regularly required to stand, walk, stoop, kneel, crouch, or crawl.
Occasionally lift and/or move up to 40 pounds.
This job's specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Ability to pass Strike’s driver eligibility (MVR) requirements
Complies with Strike's policies and procedures.
Complies with Strike's Drug & Alcohol Policy, maintaining favorable drug testing results throughout employment.
Performs job safely concerning others, property, and individual safety.
Works effectively with others to encourage teamwork and productivity.
Authorized to work in the United States.

Nice To Haves

CompTIA A+ certification is preferred.

Responsibilities

Developing and managing systems critical to the end-user experience, including Mobile Device Management (MDM) and IT Asset Management (ITAM) environments.
Develop and enforce IT lifecycle management frameworks for end-user accounts, devices, and compliance workflows.
Conduct systems analysis to evaluate current end-user environment and recommend enhancements that align with business goals and security standards.
Consult with end users to determine their technological needs and offer solutions based on company standards or recommend new standards to the head of IT Infrastructure for review and adoption.
Assist with ensuring compliance with cybersecurity frameworks and incident response planning and execution.
Collaborate with Managed Service Providers (MSPs) and serve as an escalation point for their support technicians, ensuring end-users receive the best service levels possible.
Provide Tier 2/3 technical assistance for escalated issues related to computer systems, software, and hardware.
Follow up with customers to ensure issue resolution.
Be an active learner, stay abreast of the latest IT trends and updates, continuously learning and improving technical skills.
Collaborate with the team on technology rollouts and upgrades to ensure a seamless transition.
Participate in on-call duties to respond to critical incidents after hours.
Travel to other Strike facilities as required by the business, up to 20%
Perform other duties as assigned.