Systems Analyst

Summit

5d•Remote

About The Position

Join our dynamic team as a Systems Analyst in Help Desk! If you love solving technical puzzles, working with cutting-edge virtualization tools, and delivering top-notch customer service, this role is perfect for you. Your mission: keep our hosting and server infrastructure running smoothly while continuously learning and growing in the ever-evolving tech landscape.

Requirements

Bring hands-on experience in systems administration, server support, or a similar technical environment
Approach problem-solving with a strong attention to detail and a focus on root cause, not just quick fixes
Can manage multiple priorities in a fast-moving environment without sacrificing quality
Communicate clearly and effectively with both technical and non-technical audiences
Operate with a customer-first mindset and a commitment to delivering high-quality service
Take ownership of issues and follow them through to resolution
Have a background in Computer Science, Information Technology, or a related field (or equivalent practical experience)

Nice To Haves

Relevant certifications (e.g., CompTIA A+, Net+, Server+, and Security+, Microsoft MCSA, MCSE, VMware VCP).
Familiarity with ITIL principles.

Responsibilities

Respond to customer tickets within 15 minutes, diagnosing and resolving issues, and escalating complex cases as needed.
Utilize virtualization tools (e.g., VMware, Hyper-V) to ensure optimal performance and stability of virtual environments.
Maintain open communication by notifying team members when unavailable and collaborating to share insights and best practices.
Engage in continuous learning through platforms like Udemy and stay updated on industry trends and technologies.
Maintain a strong technical foundation in server administration, networking, and virtualization, including familiarity with Active Directory services, Virtual Machine Manager Console (VMMC), Hyper-Visor (Hyper-V), Failover Cluster Manager (FCM), Command prompt, Remote Desktop Connection Manager (RDCM), DNS Tools, and related protocols.
Provide professional and friendly customer service on scheduled calls, maintaining a positive demeanor.
Learn new techniques and technologies on the fly AND ask questions to enhance your skillset.
Work effectively in a team environment and contribute to a supportive team culture.
Participate within Help Desk on-call rotation and act as a point of contact for after-hours and weekend Help Desk Support team(s).
Calling customers via phone to help address their technical issues
Achieve prompt and accurate resolution of customer tickets, minimizing disruption and maintaining service continuity
Ensure high availability and reliability of virtual environments, proactively addressing performance and technical challenges
Maintain clear, consistent communication within the team, contributing to alignment and a collaborative working environment
Demonstrate continuous growth by applying new knowledge and skills to improve performance and effectiveness
Leverage technical expertise to solve complex issues, using the right tools and protocols to maintain system stability and integrity
Deliver high customer satisfaction through professional, effective support and a strong service mindset
Contribute to team success by supporting peers, sharing knowledge, and reinforcing a positive team dynamic
Engage with customers via phone with professionalism, empathy, and clarity
Create and maintain clear, actionable documentation that improves knowledge sharing, consistency, and future issue resolution