Systems Support Analyst

Fortegra • Jacksonville, FL

7d • Onsite

About The Position

The Systems Support Analyst is an IT professional responsible for analyzing, designing, and improving systems, automation, and security controls to 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 IT infrastructure improvements. It serves as the Tier 3 escalation point for the help desk and as a technical lead on IT projects.

The analyst develops and maintains image deployment and software packaging standards; analyzes requirements and the existing environment to design, test, and implement solutions for endpoints, servers, applications, and network services; and evaluates and recommends technologies, configurations, and standards. Using Microsoft Intune, the analyst creates and maintains scripts and automation workflows for software deployment, updates, patches, provisioning, imaging, and routine administration.

The role mentors help desk technicians, assists with security remediation and vulnerability management, and recommends and configures endpoint protection and patch management controls. It administers and optimizes platforms supporting IT operations, including Active Directory, Office 365, MFA, VPN, endpoint management, asset management, and the service desk system. It also configures business communication systems and resolves advanced telecom issues.

The analyst provides technical input on IT projects, defines monitoring approaches, analyzes performance trends, implements system optimizations, researches emerging technologies and standards, and works with vendors on complex issues. Other duties include testing new and modified systems, consulting on executive-level and high-priority technical needs, maintaining technical documentation and runbooks, and meeting objectives related to uptime, vulnerability remediation, project delivery, automation, and customer satisfaction. After-hours and weekend support may be needed. The role may occasionally assist with user setups and terminations, equipment replacement or repair, and purchasing requests. Duties may not be limited to those listed.

Requirements

• At least 5 years of experience, including experience with scripting/automation or security remediation.
• Bachelor’s degree in information technology, computer science, or a related field is preferred, or an equivalent combination of work experience and college.
• Ability to analyze requirements, evaluate alternatives, and design and implement IT solutions for endpoints, servers, applications, and network services.
• Ability to design, write, test, and modify scripts such as PowerShell scripts, and use remote management and deployment tools for software packaging, enterprise application delivery, and image deployment.
• Excellent written and verbal communication skills, including explaining technical issues to executive users.
• Ability to prioritize and manage multiple tasks and projects effectively.
• Ability to plan and carry out projects independently, including upgrades, migrations, efficiencies, and security initiatives.
• 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 environments, Active Directory, and Office 365.
• Experience administering MFA, VPN, asset and endpoint management, and mass software deployment.
• Knowledge of troubleshooting approaches, tools, and techniques, including the ability to recognize, analyze, and permanently resolve complex technical problems.
• Knowledge of information security management, vulnerability management, patch management, and endpoint protection, and ability to lead remediation and support compliance with IT security standards and regulations.

Nice To Haves

• Bachelor’s degree in information technology, computer science, or a related field.
• CompTIA A+, Network+, Security+, or equivalent IT certifications.
• Experience with PowerShell, 8x8, ManageEngine Service Desk Plus, Duo, FortiClient, NinjaOne, or Rapid7.

Responsibilities

• Develop and maintain image deployment and software packaging standards for new computer provisioning.
• 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.
• Use Microsoft Intune to create, 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.
• Analyze vulnerability scan results, assess and prioritize risk, design remediation plans, and direct their implementation.
• Recommend and configure endpoint protection and patch management controls.
• Administer, configure, and optimize platforms including Active Directory, Office 365, MFA, VPN, endpoint management, asset management, and the service desk system.
• Configure business communication systems, including phone services, applications, and call flows, and resolve advanced telecom issues.
• Provide technical input on IT projects involving upgrades, migrations, network optimization, efficiency, and security enhancements.
• Define monitoring approaches and analyze system performance trends to identify and address potential issues.
• Recommend and implement system optimizations.
• Research emerging products, services, protocols, and standards, and recommend hardware, software, and vendor solutions.
• Work with third-party support providers and vendors to resolve complex issues.
• Coordinate and perform in-depth testing, 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.

Benefits

• Full benefit package including medical, dental, life, and vision coverage.
• Company-paid short- and long-term disability.
• 401(k).
• Tuition assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior