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IT Systems Support Analyst

4 hours ago

Spring, Texas, United States STRIKE Full time

Job Summary
The IT Systems Support Analyst role enhances the end-user experience and ensures system availability, enabling users to accomplish organizational tasks efficiently. This includes managing back-end systems, actively resolving end-user help requests, configuring and supporting laptop computers, and provisioning and managing user accounts across several systems.

The successful candidate must be a self-starter with the ability to manage multiple tasks

simultaneously, own deliverables from start to finish, prioritize their workload effectively, and thrive in a dynamic environment. This individual must perform effectively under pressure, managing multiple overlapping deadlines within tight timeframes, all while maintaining a consistently positive attitude.

Primary Job Function

  • Developing and managing systems critical to the end-user experience, including Mobile Device Management (MDM) and IT Asset Management (ITAM) environments.
  • Develop and enforce IT lifecycle management frameworks for end-user accounts, devices, and compliance workflows.
  • Conduct systems analysis to evaluate current end-user environment and recommend enhancements that align with business goals and security standards.
  • Consult with end users to determine their technological needs and offer solutions based on company standards or recommend new standards to the head of IT Infrastructure for review and adoption.
  • Assist with ensuring compliance with cybersecurity frameworks and incident response planning and execution.
  • Collaborate with Managed Service Providers (MSPs) and serve as an escalation point for their support technicians, ensuring end-users receive the best service levels possible.
  • Provide Tier 2/3 technical assistance for escalated issues related to computer systems, software, and hardware.
  • Follow up with customers to ensure issue resolution.
  • Be an active learner, stay abreast of the latest IT trends and updates, continuously learning and improving technical skills.
  • Collaborate with the team on technology rollouts and upgrades to ensure a seamless transition.
  • Participate in on-call duties to respond to critical incidents after hours.
  • Travel to other Strike facilities as required by the business, up to 20%
  • Perform other duties as assigned.

Experience:

  • 4 + years of experience in an IT support role
  • 2 years of college/technical study in the field or equivalent education and experience combined.
  • CompTIA A+ certification is preferred.
  • Working knowledge of Windows Server Administration with Active Directory (Provisioning, Group
  • PAGE 2 OF 2 Policies, OU, scripting, etc.) and remote systems management tools.
  • Experience configuring and troubleshooting desktops, laptops, and other office peripherals.
  • Working knowledge of Microsoft Windows 11
  • Experience with Intune and Microsoft 365 Administration
  • Experience configuring and troubleshooting smartphones (Android, iOS).
  • Previous experience utilizing an ITSM system to record and track reported incidents.
  • Demonstrate ability to deliver superior customer service is required.
  • Scripting experience with PowerShell

Competencies:

  • Strong troubleshooting and analytical skills.
  • Proven time management and follow-through skills with the ability to work on multiple tasks.
  • Analyzes problems and makes sound decisions promptly.
  • Utilizes multi-tasking and organizational skills with attention to detail and emphasis on quality.
  • Displays superior written and oral communication skills and employs active listening skills.
  • Displays tactful, mature, professional demeanor with well-developed interpersonal skills, including working with diverse personnel.
  • The ability to communicate technical information to non-technical users.
  • Can accurately work independently and with a team in an agile environment.

Physical Demands:

  • Regularly required to sit, talk, and hear.
  • Frequently required to reach with hands and arms to grasp.
  • Regularly required to stand, walk, stoop, kneel, crouch, or crawl.
  • Occasionally lift and/or move up to 40 pounds.
  • This job's specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Other Criteria:

  • Ability to pass Strike's driver eligibility (MVR) requirements
  • Complies with Strike's policies and procedures.
  • Complies with Strike's Drug & Alcohol Policy, maintaining favorable drug testing results throughout employment.
  • Performs job safely concerning others, property, and individual safety.
  • Works effectively with others to encourage teamwork and productivity.
  • Authorized to work in the United States.

Strike is an Equal Opportunity Employer