IT Systems Analyst

6 days ago


Orlando, Florida, United States GLOTECH, Inc. Full time
About the Role

GLOTECH, Inc. is seeking a skilled IT Systems Analyst to join our team in Orlando, FL. As a key member of our corporate office, you will be responsible for providing top-notch technical support to our internal customers.

Key Responsibilities
  • Incident Management: Receive and document major incident and request management issues, monitoring systems for equipment failure, errors in performance, or hardware failures.
  • Communication: Communicate with the user population via email or phone, creating, adding to, or modifying the issue or request in the service management system, JIRA.
  • Troubleshooting: Troubleshoot, diagnose, and resolve application issues following standard operating procedures and using knowledge support tools.
  • Problem-Solving: Show strong initiative, attention to detail, and ability to interpret and resolve problems, researching and developing resolutions for presented issues.
  • Escalation: Develop strong relationships with client and escalation groups to ensure forwarded requests are completed in a timely and efficient manner.
  • Knowledge Management: Primary contributor and reviewer of knowledgebase, participating in the development and maintenance of procedures and documentation.
Requirements
  • Education: BS degree in computer science or related technical field, or a minimum of three years' experience in a service desk or help desk environment in lieu of degree.
  • Certifications: Microsoft certifications are a plus.
  • Customer Service: Positive customer service oriented in potentially high-stress scenarios.
  • Technical Skills: Knowledge of Microsoft SQL scripting preferred, basic knowledge of Microsoft Servers and enterprise networks.
  • Availability: Must be available to cover on-call rotation one or two weeks a month and work onsite in Orlando, FL.


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