Technical Systems Analyst

Town of Andover•Andover, MA

About The Position

Under the direction of the Experience Architect, the Technical Systems Analyst administers, optimizes, and documents core IT platforms and systems. The role supports system stability, technical troubleshooting, technical documentation, and end-user instruction. The analyst works with platform and application teams to configure reliable systems and support user success, while minimizing direct service triage and coordination duties. The position has a standard work week of 36.25 hours and is classified as non-exempt.

Requirements

Experience with platform management tools such as Active Directory, GPOs, MDM, and print management.
Strong technical troubleshooting and documentation skills.
Familiarity with computer hardware and component-level replacement for PC and Apple devices.
Experience with iPads, Macs, iOS devices, smartphones, and printers.
Ability to communicate technical concepts to non-technical users verbally and in writing.
Experience developing training materials and delivering instruction.
Analytical, detail-oriented, and proactive approach.
Excellent written and verbal communication skills.
Strong customer service orientation.
Ability to work independently and collaboratively.
Adaptability to shifting priorities and timelines.
Bachelor’s degree in computer science, information technology, or a related field, and 3–5 years of technical experience, or an equivalent combination of education and experience.
Occasional travel between Andover facilities is required.
May be required to work occasional nights or weekends for upgrades or training.
Physical requirements include sitting for extended periods, dexterity for computer/tools, and lifting moderately heavy objects.

Nice To Haves

Certifications in relevant software or platforms are preferred.

Responsibilities

Collaborate with the Experience Architect to align platform management and documentation strategies with organizational goals.
Develop and maintain technical documentation for system configurations, processes, and service records.
Research and recommend tools, standards, and technologies to improve platform efficiency and user experience.
Assist with deployment and configuration of new hardware, software, and operating systems for Town and School users.
Support implementation and optimization of management tools.
Evaluate and test technologies and platforms for compatibility, user experience, and lifecycle cost.
Troubleshoot and repair hardware, software, and network issues, escalating complex cases as needed.
Maintain, test, and optimize platform images, profiles, and patches for Windows, OSX, iOS, and other environments.
Monitor system performance and prepare technical reports for leadership.
Ensure compatibility and interoperability of in-house and cloud-based computing systems.
Prepare technically for events on the annual academic testing calendar, including device, site, and software readiness, and develop a staffing plan in consultation with the Experience Architect.
Monitor antivirus, malware, and other end-user hygiene software.
Serve one day per week in the in-office customer support rotation.
Create and update user guides, FAQs, and training materials for staff and end-users.
Deliver orientation and training for new or modified systems and platforms, and for new employees.
Gather user feedback to improve documentation and training resources.
Document technical procedures for onboarding, system changes, and troubleshooting.
Benchmark organizational practices against industry standards for platform management and documentation.
Collaborate with platform and application teams to support best practices and interoperability.
Perform other duties as assigned.