System Analyst
4 weeks ago
JOB SUMMARY
Creative Planning is a top tier wealth management firm that provides investment management services and full comprehensive financial planning in-house. Recently, we have added Managed IT solutions to the suite of services we are able to provide to clients.
The primary responsibility of the
Systems Analyst
is to address and resolve technical challenges, ensuring clients experience seamless and reliable functionality in their computer systems.
The
System Analyst
may be part of a premium-client team or in a primary technician role and should possess excellent communication skills, the ability to manage client support needs effectively, and a commitment to prompt and clear client communication. The ideal candidate is an individual who is eager to learn, adaptable, and can follow prescribed procedures diligently.
We do not accept resume submissions from third-party recruiters or staffing agencies. Please contact our recruiting team directly.
JOB DUTIES:
Work on and resolve helpdesk tickets for a wide array of client issues
Utilize ticketing system to manage and record progress of helpdesk tickets and projects
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Manage client expectations, minimizing “surprise” situations including unexpected costs and delayed issue resolution
Navigate client documentation to help solve issues quickly, accurately, and consistently
Generate detailed documentation with steps used for issues that are either new or not yet documented
Delight clients by making interactions friendly, quick, and helpful
Participate in continual technologies and solutions training (formal and informal) related to team’s services
Provide remote or on-site troubleshooting
Identify, communicate, and mitigate potential risks to the client
Follow and create SOPs for daily / weekly recurring tasks
Follow security procedures and keep a vigilant eye for security issues during the regular course of your work with clients
Identify opportunities for improvement and offer constructive suggestions to both clients and team members
REQUIRED EXPERIENCE/QUALIFICATIONS:
A love of (and ability to) solve problems & challenges in a client-facing role
A basic understanding of operating systems, business applications, printing systems and network systems
Experience with Microsoft Windows desktop and Server operating systems
An understanding of the relationship between switches, hubs, patch panels and connecting nodes to network
Experience with Cloud related technologies such as Microsoft 365 and Azure
Ability to perform diagnosis skills of technical issues related of end-user hardware & software and network devices
A basic understanding of Wireless Technologies
Experience and knowledge of working with the Microsoft 365 Platform
The ability to speak both Geek
and
human
Ability to travel locally
PREFERRED EXPERIENCE/QUALIFICATIONS:
Experience using a service ticketing system
Experience working with Apple Mac and iOS devices
Experience working either on a helpdesk with MSP or IT support business
2-year MIS/IT Tech program is a plus
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