Systems Analyst

3 days ago

Chantilly, Virginia, United States WingSwept Full time
Job Title: Systems Analyst

We are seeking a highly skilled Systems Analyst to join our team at WingSwept. As a Systems Analyst, you will be responsible for providing top-notch technical support to our clients, troubleshooting complex issues, and ensuring seamless service delivery.

Key Responsibilities:
  • Provide first-level customer support, including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications.
  • Create properly formatted tickets for client calls and emails in tracking software as the work occurs.
  • Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
  • Coordinate scheduling of service visits and technician support phone calls to clients.
  • Maintain inventory of customer-owned equipment and stock equipment in-house, manage product shipments, and maintain organization of the service area.
  • Communicate ticket status and document updates to clients and technical staff as needed.
  • Provide first-level after-hours and holiday on-call support on a revolving basis with other staff.
  • Ask and gather intelligent questions about the client's business and accurately document.
  • Document opportunities that are discussed or discovered while interacting with clients.
  • Perform basic computer hardware and software installations, configurations, and virus removals.
  • Keep information regarding our clients, their data, and other sensitive information confidential.
  • Create and maintain documentation for client and internal tasks and procedures.
  • Study for and pass industry certifications as identified and required.
  • Read educational materials as needed and directed for job proficiency.
  • Develop and/or revise best practices and processes for Help Desk procedures.
Requirements:
  • Determine to pursue and embody WingSwept's core values of being Honest, Eager, Accountable, Respectful, and a Team Player.
  • Possess excellent verbal and written communication skills for daily interactions with customers both in person and on the phone.
  • Have an affinity for computers and a broad knowledge of various computer systems and how they work.
  • Have a thirst for knowledge and an ability to quickly tackle new problems by using available research tools and methodical processes to successfully remedy issues with little supervision.
  • Exceptional computer and system administration skills on Microsoft-based clients and servers.
  • Firm understanding of the configuration of basic networking components and peripherals.
  • Ability and willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a 'win/win' attitude.
  • Must be legally in the US and able to pass a US government background check.
  • High school diploma, at least two years of secondary education preferred.
  • Must have a valid driver's license and reliable transportation for travel as far as 75 miles from the office.
  • Must be able to work a full-time 40-hour work week which may include after-hours support.
Preferred Qualifications:
  • Previous experience as a system analyst, help-desk support provider, or equivalent role.
  • Previous experience with procedure writing or other technical writing.
  • Intricate knowledge/experience with workstation, server, and network diagnostics, repair, and installation.
  • Expertise with MS Windows Server, MS Exchange, ConnectWise, or Datto RMM.
  • Expertise with all aspects of Apple OS X.
  • CompTIA A+, Network+, and various Microsoft certifications.
  • Experience with VDI, virtualization technologies, or cloud hosting.
  • Understanding of the fundamentals of DNS, especially as related to mail servers.
  • Familiarity with Linux/Unix-based operating systems and system administration.
  • Familiarity with SonicWALL and/or Cisco firewalls and other appliances.
  • Experience with phone wiring and phone switch installation/programming/maintenance.

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