Systems Analyst

Advantage Tech is searching for a System Analyst to work for a client of theirs in Kansas City, KS.

Position Summary

The Remote Systems Analyst works as a member of a Service Delivery Team to provide support services to clients.   The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills.  The remote technician resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to Service Coordinators as needed. 

 

Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks. 

 

Essential Duties & Responsibilities

 

IT Service and Support Functions

  • IT support services for clients’ infrastructure, including clients’ core business applications
  • Acquire specific knowledge of the client and how IT relates to their business
  • Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
  • Participate in projects by performing assigned duties
  • Perform other related technical duties as assigned

 

Documentation, Reporting and SLA’s

  • Identify clients’ needs and report to vCIO or Service Coordinator
  • Update documentation for client configurations or processes
  • Communicate managed services installation and maintenance with the Network Operations Center (NOC)
  • Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
  • Utilize active listening and client-care skills in identifying potential concerns
  • Report client concerns or complaints to Service Coordinator and CXO
  • Answer internal and external communications timely and professionally
  • Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
  • Close tickets within 7 business days unless issue requires further delay as notated on the ticket

 

Professional Development

  • Routinely take self-paced training in technologies relevant to the team
  • Obtain industry certifications on a consistent basis

 

Core Competencies

  • Ability to communicate and work effectively with end users over the phone and on-site
  • Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
  • Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
  • Critical thinking and problem-solving skills
  • Organized and detail-oriented
  • Strong team player

 

Technical Skills

  • Windows workstation repair, maintenance, malware removal, and deployment
  • Configuring network settings on workstations
  • RDP client support
  • Office 365 account and client support
  • Server backup monitoring and maintenance
  • Wireless connectivity for mobile devices and workstations
  • Mobile devices – smartphones, tablets and laptops
  • Exchange mailbox administration
  • Active Directory account creation and management
  • Network drive and printer mappings
  • Diagnose network connectivity issues for workstations

 

Education and/or Experience

  • College or Technical degree preferred
  • CompTIA certifications preferred
  • Microsoft Technology Associate (MTA) preferred

 

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