Systems Support Analyst
The Systems Support Analyst will independently provide tier 1 and tier 2 support to internal end-users and assist the Manager with tier 3 and project work. Strong communication and excellent customer service are equally important to technical skill and experience. The ideal person will deliver timely solutions the first time while leaving excellent impressions with users.
Expected Outcomes: Serve as a trusted technology partner to associates by delivering exceptional support that keeps business operations running efficiently and effectively. While Information Technology is a shared services organization and does not directly generate revenue, this role is integral to the success of the company by ensuring associates have the technology, tools, and support necessary to perform their jobs. The Systems Support Analyst is expected to promptly respond to and resolve technology issues, coordinate escalations, support office relocations, manage computer deployments, facilitate employee onboarding and separation activities, and maintain reliable conference room technology. Success in this role is measured by minimizing business disruption, maximizing associate productivity, and delivering a consistently positive customer experience.
The Systems Support Analyst will be able to do the following confidently and independently...
- Independently maintain the help desk ticketing system, working tickets and maintaining timely, informative customer communication.
- Provide continued project updates to department managers.
- Assist the Systems Support Manager with project work as needed and available.
- Create/Update technical documentation and how-to's for end users.
- Perform other duties as assigned.