The Systems Support Analyst is responsible for delivering a prompt and effective resolution of technical and production issues for teammates across the organization. This person will use independent judgment, analysis, and initiative to resolve problems, make recommendations, and deliver impromptu end-user operational assistance training when required. This role is accountable for minimizing work interruptions and stoppage by maintaining communications throughout the analysis and resolution process, particularly in difficult situations, keeping people informed of the status, and escalating issues as necessary.

Essential Functions:

• Technical Support
• • Provide first-contact technical support for issues that involve technology applications, systems, software, and hardware.
  • Create and maintain user access controls in various systems
  • Conduct incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring, and communication, to ensure service levels are maintained.
  • Assess incidents proactively and conscientiously balancing competing demands in a fast-paced environment.
  • Effectively analyze and diagnose complex problems with a high level of accuracy.
  • Maintain current knowledge and understanding of products, services, processes, and technology requirements.
  • Provide root cause analysis on systemic problems and analyze data and information to provide insights and recommendations.
  • Detect and mitigate risk as appropriate and escalate when necessary
• Customer Service
• • Create and sustain consistent high-touch service for end users.
  • Escalate issues that are beyond the level of expertise through the appropriate channels to deliver efficient resolution.
  • Track inventory
• Project Support and System Implementation
• • Implement new hardware and software solutions.
  • Assist users by troubleshooting and resolving issues during deployment and ongoing use of products and services that support business operations.
  • Assist with special projects as assigned.
  • Create and maintain procedures.
• Vendor Partnership
• • Communicate with vendors.

The responsibilities listed reflect the general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.

Qualifications:

Experience, Education & Credentials:

• A minimum of 2 years’ experience in a customer support or service desk role is required.
• Experience supporting Windows, Office365, iPhones/iPads, printers, and Active Directory.
• Experience supporting desktops, laptops, printers, phones, and audio-video conferencing systems.
• Experience working with an enterprise-class incident/request ticketing system desired.
• A valid driver’s license is required in order to travel to our branches.

Knowledge, Skills & Abilities:

• Demonstrate a general knowledge of operating systems and application software to provide a high level of support.
• Ability to handle the constantly changing flow of traffic while exercising patience and professionalism during stressful situations.
• Must demonstrate mature interpersonal and communication skills and behaviors.
• Must have excellent organizational and multitasking skills, including the ability to meet deadlines, and follow written procedures, while always maintaining superior customer service with all users.
• Requires the disposition and ability to adapt to ongoing changes and the adoption of new technologies in an evolving environment.
• Ability to work with or without direct supervision.
• Availability to work weekends during special projects or other needs

Competencies:

• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; looks beyond the obvious and doesn’t stop at the first answers.
• Self-Development – Is personally committed to and actively works to continuously improve themselves; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.

Physical Demands:

• Must be able to lift up to 50 pounds.
• Requires standing and/or sitting for an extended period of time.