Job Posting for IT Systems Analyst at Innovative Computer Systems
Position Summary
This position’s purpose is to provide initial service response while upholding excellent customer service standards to our clients. IT analysts serve as the front line in receiving support tickets and calls. This individual is responsible for quickly triaging all reactive support tickets, diagnosing and resolving Tier 1/2 issues, and escalating Tier 3 issues quickly to internal helpdesk teams. IT analysts are the face of the company for existing clients and are often dispatched to client locations to assist with support issues and onsite projects. IT analysts are presented with opportunities for growth, and learning opportunities in organizational operations, customer satisfaction/retention, and I.T. technical skills.
Acceptable Performance
To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The IT analyst must be able to complete each essential job function satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Role and Responsibilities
Promote and represent the corporate culture and core values in all aspects of your job duties.
Discuss issues with the user to determine the issue and its urgency
Dispatch to client sites to troubleshoot issues and install new equipment
Resolve Tier 1 and Tier 2 issues quickly and efficiently
Set client expectations regarding each ticket/issue
Create tickets for incoming phone calls
Engage in email correspondence with clients
Updating configuration records and client documentation regularly
Communicates regularly with the client’s internal IT manager and CTO regarding recurring issues and signs of frustration from clients
Vette new hardware and software requests made by client staff
On-Site coordination/installation/configuration of desktop, laptops, networking, servers and peripherals
On-Site Phone installations, upgrade, support and training as needed
Point of Contact for critical network and server issues related to the client’s assigned offices
First level printer support consisting of: basic printer jams and basic printer hardware troubleshooting
New User Setup/Onboarding & User Termination/Offboarding
Ensure IT compliance, identify potential security risks and vulnerabilities to internal IT team.
Skills & Abilities
Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
Analytical Skills - Ability to use thinking and reasoning to solve a problem.
Ability to work with minimal management.
After-hours work is sometimes required and expected.
Can-do attitude and ingenuity are key attributes for this position.
Time management skills that allow you to effectively manage multiple clients at one time.
Patience, foresight, and confidence are character traits that are beneficial for this position.
Qualifications and Education Requirements
Must have 3 Years of Managed Service Provider experience, working with healthcare related industries is a PLUS
4-year College/University degree in Computer Science, Information Systems, or equivalent
Must have a clean driving record and the ability to provide transportation between sites
Ability to climb stairs & lift and/or move computer equipment of up to 40 pounds
Ticketing/PSA, ConnectWise experience preferred
RMM tools. Datto RMM experience a plus
Understanding of HIPAA and the importance of IT Data Security
Understanding of Networks, VPNs and Firewall Technology
Deployment of New Workstations & Laptops Setups
Experience with Server Operating Systems such as: Microsoft Windows Server 2012/2016/2019 (Active Directory, DNS, DHCP, Security Group, GPOs, etc)
Experience with E-mail Server Systems such as: Microsoft Exchange 2013/2016/2019
Experience with Desktop Operating Systems such as: Windows 7/8/10
Salary.com Estimation for IT Systems Analyst in Hackensack, NJ
$63,108 to $82,716
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