Systems Support Analyst

Fortegra•Jacksonville, FL

1d•Onsite

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 administers and optimizes operational platforms, supports endpoints, servers, applications, network services, and business communication systems, and provides technical guidance to help desk staff and executive-level users. The role also develops standards, procedures, documentation, and runbooks; monitors system performance; coordinates testing; works with vendors; and meets objectives for uptime, remediation, project delivery, automation, and customer satisfaction. After-hours and weekend support may be required as 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 (for example, PowerShell) and use remote management and deployment tools for software packaging, enterprise-wide application delivery, and image deployment.
Excellent written and verbal communication skills, including explaining technical issues to executive users and prioritizing and managing multiple tasks and projects.
Ability to plan and carry out projects independently, including upgrades, migrations, efficiency initiatives, security work, and business objectives.
Knowledge of telecom systems, including phone services, mobile applications, and call flow configuration.
Knowledge of service desk platform administration, reporting, and SLA configuration.
Experience with Windows-based environments, Active Directory, and Office 365; administration of MFA, VPN, asset and endpoint management, and mass software deployment.
Knowledge of technical troubleshooting approaches, tools, and techniques, and ability to analyze and permanently resolve complex hardware, software, application, or operational problems.
Knowledge of information security management processes and tools, including vulnerability management, patch management, and endpoint protection; ability to lead remediation and ensure compliance with IT security standards and regulations.

Nice To Haves

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

Responsibilities

Develop and maintain image deployment and software packaging standards for new computer provisioning.
Analyze 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.
Use Microsoft Intune to develop, test, and modify scripts and automation workflows for software packages, updates, patches, provisioning, imaging, and routine administration.
Mentor and coach help desk technicians through technical guidance, knowledge sharing, and training; assist them with troubleshooting and escalated issues.
Analyze security scan results, assess and prioritize risk, design remediation plans, direct implementation, and recommend and configure endpoint protection and patch management controls.
Administer, configure, and optimize Active Directory, Office 365, MFA, VPN, endpoint management, asset management, and service desk platforms.
Configure business communication systems, including phone services, phone applications, and call flows, and resolve advanced telecom issues.
Provide technical input on IT projects involving hardware and software upgrades, migrations, network optimization, efficiency, and security enhancements.
Define monitoring approaches, analyze system performance trends, identify potential issues, and recommend and implement system optimizations.
Research and evaluate products, services, protocols, and standards; recommend hardware, software, and vendor solutions; and work with third-party support and vendors on complex issues.
Coordinate and perform in-depth tests, including end-user reviews, for new and modified systems.
Serve as a 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 runbooks.
Meet objectives for system uptime, vulnerability remediation, 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.