Systems Support Analyst

Description

The Systems Support Analyst I serves as the primary contact for staff facing technical issues by providing excellent customer through remote and face to face support. This position is responsible for implementing and maintaining the various technology tools provided to the MTN team members and for maintaining an accurate inventory, streamlining configuration, promoting maintenance strategies and performance tuning of computer equipment and systems provided to staff. This position will also support operations by assisting the Information Services Team in researching, recommending and implementing solutions to provide a more effective and secure computing environment.

ESSENTIAL JOB FUNCTIONS

1. Provides excellent customer service while responding to initial requests for support submitted through email, IM, voice or in person.
2. Maintains an inventory of organizational hardware, installed software and software licensing.
3. Utilizes the service desk system to maintain documentation of requests, priorities and customer interaction.
4. Resolves routine and complex issues and elevates requests when appropriate to next support level, vendor support or director.
5. Identifies issue trends, devises preventative solutions and works with the Information Services Team to develop innovation solutions for staff.
6. Creates procedures for upgrades, system changes and daily activities. Makes recommendations to Director, IT.
7. Manages access control to internal and external systems according to organizational policies and procedures.
8. Provides new team member training on the technology tools and services provided to allow them to excel in their new role.
9. Serves as a technical resource to staff seeking to increase their knowledge of the MTN technology services.
10. Analyzes and makes recommendations for hardware and software implementation and standardization.
11. Utilizes centralized controls in place for workstation control, such as, group policy, anti-virus software, drive encryption and others.
12. Assists in staff change requests related to physical space, technology and telecommunications
13. Completes follow-up with customers to ensure full resolution of issues where applicable.
14. Maintains sufficient documentation of projects and outcomes as assigned by ITS Leadership.

Available for emergency support requests during non-business hours through a rotating schedule

Qualifications

QUALIFICATIONS AND PHYSICAL DEMANDS

1. Associates degree or two or more years of related experience and/or training; or equivalent combination of education and experience is required.
2. Ability to participate in Information Services after hour emergency call schedule.
3. Represents MTN in a professional manner including excellent communication with both internal and external customers.
4. Excellent analytical and organizational skills required.
5. Possess strong problem-solving skills with ability to monitor own work for accuracy and thoroughness.
6. Must maintain a valid drivers license in accordance with MTN motor vehicle policy. Must have reliable personal automobile transportation to be used with company reimbursement using IRS guidelines. Must be able to travel within the service area by ground or air.
7. Ability to lift 50 pounds and transfer short distances.
8. Possess ability to operate telephones, computers and office equipment.
9. Ability to speak and communicate clearly in order to accurately convey information in person or by phone.
10. OSHA Category III No exposure to bloodborne pathogens while performing assigned job duties.
11. Home internet and wireless phone access is required.

MTN BEHAVIORAL COMPETENCIES

Respect: Builds a positive and supportive foundation inviting open, honest, and clear communication. Fosters a sensitive, supportive, and trustworthy environment, which promotes active listening and strengthens rapport throughout all interactions. Cultivates teamwork through acceptance and inclusion by valuing differences and empowering strengths.

Excellence: Demonstrates excellence by going above and beyond, while maintaining compassion and humility in all interactions. Demonstrates a high rate of achievement and success for the organization through proactive objectives centered on the overall mission and vision. Consistently models a positive attitude, a willingness to help others, and a dedication to improvement. Takes full responsibility for their role and challenges themselves to find workable solutions.

Accountability: Demonstrates the highest ethical standards, by honoring commitments to each other and professional partners. Executes all interactions through honesty and transparency. Demonstrates responsibility and integrity through ownership of the mission. Utilizes resources appropriately.

Leadership: Empowers, mentors and encourages all staff, while displaying a high-level of professionalism. Demonstrates ability to cultivate teams and relationships through open lines of communication, honesty and respect. Handles challenges with compassion by developing trust through respectful feedback and support. Acts as a resource by providing the tools, which enable others to reach their highest potential.

It is the policy of Midwest Transplant Network (MTN) to provide equal opportunity in employment to all employees and applicants for employment. No person will be discriminated against in employment because of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, ethnic origin, age, genetic information, disability, protected veteran status, arrest record, or any characteristic protected by applicable federal, state or local laws. In addition, the organization complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training, employee activities and general treatment during employment

MTN is committed to complying with state and federal disability laws and makes reasonable accommodations when requested by a qualified applicant or employee with a disability to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation would impose an undue hardship on the operation of MTNs mission.