System Support Analyst

TRISTAR RISK MANAGEMENT • Long Beach, CA

1d • $25 - $30 • Hybrid

About The Position

The System Support Analyst is responsible for providing high-quality technical assistance to users, ensuring operational efficiency, and maintaining a seamless user experience. The successful candidate will manage ticket throughput, resolve issues at the first point of contact whenever possible, and provide detailed, accurate escalations to Level 2 and Development teams.

Requirements

• Proven experience in technical support or system analyst role.
• Strong troubleshooting skills and the ability to analyze system logs.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment with a focus on throughput and efficiency.
• Follow one- or two-step instructions; routine, repetitive task.
• Deal with a few concrete variables.
• Follow written, verbal, or diagrammatic instructions; several concrete variables.
• Solve practical problems; variety of variables with limited standardization; interpret instructions.
• Arithmetic calculations involving fractions, decimals, and percentages.
• Ability to understand and follow verbal or demonstrated instructions; write identifying information; request supplies verbally or in writing.
• Ability to file, post, and mail materials; copy data from one record to another; interview to obtain basic information such as age, occupation, and number of children; and guide people and provide basic direction.
• Ability to transcribe dictation; make appointments and process mail; write form letters or routine correspondence; interpret written work instructions; interview job applicants.
• Ability to report, write, or edit articles for publication; prepare deeds, contracts or leases; prepare and deliver lectures; interview, counsel, or advise people; evaluate technical data.
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• Near vision: clarity of vision at 20 inches or less
• Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.
• Balancing: Maintaining body equilibrium to prevent falling when walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
• Stooping: Bending body downward and forward by bending the spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.
• Kneeling: Bending legs at knee to come to a rest on the knee or knees.
• Crouching: Bending the body downward and forward by bending legs and spine.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances.
• Pushing: Using upper extremities top press against something with steady force in order to thrust forward, downward, or outward.
• Pulling: Using upper extremities to extent force in order to drag, haul, or tug objects in a sustained motion.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position. This factor is important if it occurs to a considerable degree and requires substantial use of the upper extremities and back muscles.
• Fingering: Picking, pinching, typing, or otherwise working with fingers rather than with the whole hand or arm as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which workers must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds with or without correction. Ability to receive detailed information through verbal communication, and to make fine discriminations in sound, such as when making find adjustments on machined parts.
• Repetitive Motion: Substantial movements (motions) of the wrists, hands, and/or fingers.

Nice To Haves

• Solve practical problems; variety of variables with limited standardization; interpret instructions.
• Arithmetic, algebraic, and geometric calculations.
• Ability to compose original correspondence, follow technical manuals, and have increased contact with people.
• Light work: a. Exerting up to 20 pounds of force occasionally b. Exerting up to 10 pounds frequently c. Exerting a negligible amount of force constantly to move objects (If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work).
• Mid-range vision: clarity of vision at distances of more than 20 inches and less than 20 feet
• Depth perception: the ability to judge distance and space relationships, so as to see objects where and as they actually are
• Color vision: ability to identify and distinguish colors
• Field of vision: ability to observe an up or down or to the right or left while eyes are fixed on a given point
• Crawling: Moving about on hands and knees or hands and feet.
• Foot Motion: Using feet to push pedals.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Responsibilities

• Manage and resolve support tickets within established response time targets.
• Maintain high ticket throughput while ensuring quality is not compromised.
• Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume.
• Perform deep-dive technical troubleshooting to identify root causes of system issues.
• Ensure all escalations to Level 2 or developments are accurate and comprehensive, including: Clear reproduction steps, Detailed impact analysis, Severity levels and relevant system logs.
• Testing enhancements and bugs for monthly releases.
• Contribute to the internal knowledge base by documenting new resolutions and common workarounds.
• Share technical insights with the team to improve collective problem-solving capabilities.
• Suggest system functionality improvements based on recurring user pain points.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed