Senior Systems Analyst

Meriplex•Aurora, CO

6d•$26 - $34

About The Position

The Senior Systems Analyst will act as a point of escalation for L1 Systems Analysts, delivering advanced workstation and customer-specific application support. This role involves troubleshooting advanced network connectivity, devices, and user connectivity, as well as administering incident response system reboots. The analyst will perform basic OS support, utilize basic Azure support skills, and provide second-level triage for virtual server support to reestablish functionality. A strong adherence to SOPs for resolving technical issues is expected, along with advanced Active Directory support and advanced ITIL security practices for basic printing and connectivity support. Scripted application support, TCP/IP troubleshooting, advanced VPN connectivity issue resolution, password resets, and advanced end-user email support are also key responsibilities. The role requires performing root cause analysis and developing more standardized triage SOPs for System Analysts.

Requirements

Advanced knowledge of Microsoft 365 applications.
Advanced knowledge of command line.
Understanding of advanced technical triage methodologies.
Intermediate TCP/IP understanding.
Ability to communicate both verbal and written technical information to a wide range of end-users and customer internal IT departments.
Ability to effectively set expectations regarding delivery of service.
Strengthen customer relationships by providing exemplary customer service.
Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.
Adherence to ticketing methodologies regarding documentation, process, and workflow.
Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.
Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.
Directly and indirectly support customers, vendors, and staff by providing top tier customer service.

Nice To Haves

Prior MSP support desk experience, highly encouraged.
A+ certification.
Network+ certification.
Server+ certification.
Microsoft 365 certification.
Azure support.
VMware knowledge.
Superior reading, writing, and communication skills.
Intermediate knowledge of network concepts, devices, and best practices.

Responsibilities

Act as the point of escalation for L1 Systems Analyst.
Deliver advanced workstation support.
Provide advanced customer specific application support.
Troubleshoot advanced network connectivity and devices/user connectivity.
Administer incident response system reboots.
Perform basic OS support.
Utilize basic Azure support skills.
Provide second level triage virtual server support to reestablish functionality.
Follow all SOP to resolve all technical issues.
Administer advanced Active Directory support.
Perform advanced ITIL security to provide basic printing and connectivity support.
Deliver scripted application support.
TCP/IP troubleshooting.
Perform advanced VPN connectivity issues and password resets.
Provide advanced end-user email support.
Utilize basic scripting knowledge.
Perform root cause analysis.
Provide more standardized triage SOPs for System Analysts.