IT Systems Support Analyst

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