IT Systems Support Analyst - Richardson, TX

Smart AutoCare•Richardson, TX

About The Position

The Systems Support Analyst is an IT professional responsible for analyzing, designing, and improving the systems, automation, and security controls that keep the organization’s technology environment reliable and secure. The role applies independent judgment to diagnose complex and recurring problems, design and implement solutions, develop scripts and deployment packages, lead security remediation and vulnerability management, and recommend improvements to IT infrastructure. It serves as the Tier 3 escalation point for the help desk team and as a technical lead on IT projects. The analyst designs and implements solutions for endpoints, servers, applications, and network services; develops automation and software deployment workflows; manages security remediation; administers platforms supporting IT operations; and contributes to IT projects, system monitoring, testing, and technical standards. The role also provides technical consulting for executive-level and high-priority needs, works with vendors on complex issues, and may assist with user setups and terminations, equipment replacement or repair, and purchasing requests as business needs require. After-hours and weekend support may be needed.

Requirements

At least 5 years of experience, including experience with scripting/automation or security remediation.
Knowledge of systems analysis and design, including analyzing requirements, evaluating alternatives, and designing and implementing IT solutions for endpoints, servers, applications, and network services.
Ability to design, write, test, and modify scripts (such as PowerShell) and use remote management and deployment tools for software packaging, enterprise-wide application delivery, and image deployment.
Knowledge of information security management, including vulnerability management, patch management, and endpoint protection; ability to lead remediation and support compliance with IT security standards and regulations.
Technical troubleshooting and root-cause analysis skills, including the ability to anticipate, recognize, analyze, and permanently resolve complex hardware, software, application, or operational problems.
Experience with Windows-based environments, Active Directory, and Office 365, and administration of MFA, VPN, asset/endpoint management, and mass software deployment.
Knowledge of service desk platform administration, reporting, and SLA configuration.
Knowledge of telecom systems, including phone services, mobile applications, and call flow configuration.
Ability to plan and carry out projects independently, including hardware/software upgrades, migrations, efficiency initiatives, and security work.
Excellent written and verbal communication skills, including the ability to explain technical issues to executive users and prioritize and manage multiple tasks and projects effectively.
Bachelor’s degree in information technology, Computer Science, or a related field preferred, or a combination of work experience and college.
CompTIA A+, Network+, Security+, or equivalent IT certification(s) preferred.

Nice To Haves

Bachelor’s degree in information technology, Computer Science, or a related field, or a combination of work experience and college.
CompTIA A+, Network+, Security+, or equivalent IT certification(s).
Experience with tools and platforms such as PowerShell, Rapid7, Duo, FortiClient, NinjaOne, ManageEngine Service Desk Plus, and 8x8.

Responsibilities

Analyze business and user requirements and the existing IT environment to design, test, and implement solutions for endpoints, servers, applications, and network services; evaluate alternatives and recommend technologies, configurations, and standards.
Mentor and coach lower-level help desk technicians through technical guidance, knowledge sharing, and training on troubleshooting methods, tools, and documentation.
Use Microsoft Intune to design, write, test, and modify scripts and automation workflows for deploying software packages, updates, and patches at scale, and for automating provisioning, imaging, and routine administration.
Develop and maintain image deployment and software packaging standards for new computer provisioning.
Assist with security remediation and vulnerability management by analyzing scan results, assessing and prioritizing risk, designing remediation plans, and directing implementation; recommend and configure endpoint protection and patch management controls.
Participate in IT audits, analyze findings, and develop corrective actions to support adherence to cybersecurity protocols and regulatory requirements.
Serve as the Tier 3 escalation point for complex, high-impact, or recurring incidents; conduct root-cause analysis, develop permanent fixes, and recommend changes to prevent recurrence.
Administer, configure, and optimize platforms supporting IT operations, including Active Directory, Office 365, MFA, VPN, endpoint management, asset management, and the service desk system.
Configure and design business communication systems, including phone services, phone applications, and business/user call flows, and resolve advanced telecom issues.
Provide technical input on IT projects, including hardware and software upgrades, migrations, network optimizations, efficiencies, and security enhancements.
Define monitoring approaches and analyze system performance trends to identify and address potential issues before they affect users or business operations; recommend and implement optimizations.
Research and evaluate emerging products, services, protocols, and standards, and recommend hardware, software, and vendor solutions; work with third-party support and vendors on complex issues.
Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
Serve as a trusted technical consultant for executive-level and high-priority needs, communicating options, progress, and resolutions to non-technical audiences.
Develop and maintain technical standards, procedures, configuration documentation, and run books.
Meet objectives such as system uptime, vulnerability remediation targets, project delivery, automation improvements, and customer satisfaction.
Provide after-hours and weekend support as needed.
Occasionally assist with user setups and terminations, equipment replacement or repair, and purchasing requests as business needs require.