Senior Systems Support Analyst

Role Summary

The Senior Systems Support Analyst enables employee productivity by managing and supporting enterprise infrastructure applications and services within the Infrastructure & Operations team. It requires advanced expertise in troubleshooting, networking, security, and enterprise software support to ensure reliable technology operations. The role provides high-level technical support, manages escalated incidents, and contributes to system design and optimization initiatives.

Responsibilities

• Provide advanced troubleshooting and technical support for hardware, software, and network-related issues.
• Ensure system security and compliance with organizational policies.
• Manage IT projects related to system upgrades, migrations, and implementations.
• Collaborate with cross-functional teams to enhance IT support processes and user experience.
• Maintain IT documentation, procedures, and asset management.
• Provide training and guidance to junior IT staff and end-users.
• Offer on-site and remote assistance, and quickly and efficiently troubleshoot issues.
• Provide second and third-line IT support to employee issues escalated from our Service Desk.
• Administer and maintain IT systems, including cloud applications and enterprise software.
• Diagnose and resolve hardware, software, and network issues on Windows, macOS, and mobile platforms.
• Troubleshoot and support enterprise applications, email, VPN, remote access, and collaboration tools (e.g., Microsoft 365, Zoom, Teams).
• Escalate complex issues to specialized IT teams while ensuring prompt resolution for executives.
• Maintain detailed documentation of incidents, solutions, and preventative measures.
• Demonstrate professionalism, empathy, and active listening during all user interactions.
• Maintain a positive, solutions-oriented mindset when supporting employees at all levels, including executives.
• Communicate clearly, using accessible, non-technical language to guide users through issues.
• Set accurate timelines and next steps, and ensure timely follow-up.
• Prioritize user impact when triaging and escalating incidents.
• Deliver consistent, high-quality service in fast-paced or high-pressure situations.
• Build trust with business stakeholders by demonstrating reliability, ownership, and accountability.
• Seek feedback and identify opportunities to improve the overall user experience.
• Maintain composure and professionalism when handling challenging or urgent requests.
• Serve as a role model for customer-centric behavior within the IT Operations team.
• Support AV equipment, video conferencing, and hybrid meeting solutions for conferences and events.
• Provide on-demand IT assistance during presentations and high-profile meetings.
• Assist end users with best practices for effectively using IT solutions.

Qualifications

• BS Degree with 4+ years of experience in IT support, with a focus on executive/VIP support.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, Apple Certified Support Professional (ACSP), ITIL, or similar are preferred.
• Proven analytical and problem-solving abilities.
• Exceptional customer service skills.

Skills

• Strong expertise in Windows OS, macOS, and iOS platforms.
• Hands-on experience with enterprise IT environments, including Active Directory, Microsoft O365, Azure, Intune, SCCM, Exchange, OneDrive, SharePoint, Teams, and Zoom.
• Proficiency in troubleshooting network connectivity.
• Strong expertise with AV technologies, video conferencing systems, and remote collaboration tools.
• Knowledge of mobile device management (MDM) solutions, encryption, and endpoint security tools.
• Excellent problem-solving and analytical skills with attention to detail.
• Outstanding verbal and written communication skills; ability to explain IT concepts to non-technical users.
• Ability to stay calm under pressure, handle urgent requests, and maintain confidentiality.
• Strong organizational and time-management skills, with the ability to prioritize tasks.
• Experience with Service Now or other ITSM tools.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

Additional Requirements

• Travel between sites as needed; occasional travel for off-site meeting support.
• On-site support is a requirement for this role; after-hours support may be required.