IT Systems Analyst I — Escalation & Client Support

Embedded Shishya; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

401K/RRSP matching

Job summary

VC3 is seeking a Systems Analyst I to provide mid-level technical assistance and serve as an escalation point for our Service Desk teams, diagnosing issues and implementing solutions within a moderate scope.

You will mentor junior technicians, follow The VC3 Way, and collaborate with clients to support Windows Server, Active Directory, networking, VPN/Citrix, and security technologies in daily IT operations.

Qualifications

• 2+ years relevant technical experience is required OR 6 months experience in Service Technician I or II roles at VC3.
• Microsoft 365 or Azure certification highly desired
• Strong problem solving and decision-making skills; ability to understand and analyze complex issues
• Self-motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality
• At least 2 years relevant IT experience fully supporting and building customer environments.
• At least 2 years’ experience managing & working with the following technologies: Windows Server, Microsoft/Office 365, Active Directory, GPOs, Virus and Security, TCP/IP, DHCP, DNS
• At least 2 years’ experience with virtualization technologies: Hyper-V, VMware

Responsibilities

• Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standards
• Receive & respond to escalated service requests, incidents and change requests in a timely manner
• Train and educate VC3 clients on technical standards
• Troubleshoot and resolve issues with: Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
• General network connectivity including ISP
• Common networking technologies such as DHCP and DNS
• Wireless network performance and accessibility
• Remote access technologies including VPN, RDS, and Citrix
• Operating systems on servers, desktops, and laptops
• Complete technical administrative tasks such as: Virus/malware removal, Add/remove/change virtual server resources, AD/365/application password resets
• Identify recurring issues and initiate problem tickets for them
• Make recommendations for improvements of supported hardware and software
• Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Receive mentoring and feedback from Tier 2 Peers, Tier 3, and others
• Where appropriate, escalated complicated issues to Tier 3 or other appropriate teams
• Review Tickets with Team Lead
• Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
• Create and update documentation when changes or occur, or when discoveries are made
• Educate users on Process, Hardware, and Software
• Answer Incoming Service Desk phone calls and chats
• Attend monthly training & team meetings as required.
• Participate in the on-call rotation (1 week every 3-4 months)
• Additional duties as required

Skills

Customer-focused problem solving

Mentoring

Team collaboration

Technical diagnostics

Tools

Windows Server

Microsoft 365 / Office 365

Active Directory

GPOs

TCP/IP

DHCP

DNS

Hyper-V

VMware

VPN / Citrix

Job description

VC3 is seeking a Systems Analyst I to provide mid-level technical assistance and serve as an escalation point for our Service Desk teams, diagnosing issues and implementing solutions within a moderate scope.

You will mentor junior technicians, follow The VC3 Way, and collaborate with clients to support Windows Server, Active Directory, networking, VPN/Citrix, and security technologies in daily IT operations.