Systems Analyst

Talentify; Bedford (MA); On-site; USD 60,000 - 70,000; Full time

Job summary

Continental Resources is a women-owned, family business providing IT solutions for business, government, and education for over 50 years. The System Analyst will join a team of managed services analysts and engineers to deliver excellent support and management of customers’ environments.

The role covers issues across Linux/Windows servers, network devices, hypervisors, and storage, working independently with escalation to senior SMEs when needed.

Qualifications

• High school diploma required; college degree strongly preferred
• Google IT Support Professional
• CompTIA A+, Network+, Security+
• Microsoft MTA
• ITIL v3 Foundation

Responsibilities

• Triage customer calls and tickets per severity levels
• Resolve customer issues on first call when possible
• Escalate calls to appropriate level of support
• Provide excellent customer service; communicate clearly under pressure
• Troubleshoot Linux/Windows servers, network devices, hypervisors, storage
• Respond to alerts and notify as required
• Fulfill service requests and remediate incidents per SOPs
• Perform account management tasks: create/disable/terminate users
• Use ticketing system for status updates and SLA compliance
• Distribute reports to customers
• Assist with cross-training of analysts

Skills

Analytical thinking

Troubleshooting

Documentation

Communication

Windows administration

AD basics

Education

High school diploma

College degree preferred

Google IT Support Professional

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft MTA

ITIL v3 Foundation

Tools

ITSM tools

Monitoring tools

Job description

Overview

This position's hours would be 3pm – 11:30pm EST (Monday through Friday).

Continental Resources is a women-owned, family business that has been providing innovated IT solutions to business, government, and educational organizations for more than 50 years.

The System Analyst will work with a team of managed services analysts and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end users, and monitoring tools. This role will have broad exposure across a range of network, server, virtualization and security platforms, working issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly, and provide exceptional customer service.

Responsibilities

Operations

• Triage customer calls and tickets per specified severity levels
• Attempt to resolve customer issues on their first call
• Refer/ elevate customer calls to the appropriate level of support, as needed
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
• Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors and storage systems
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
• Perform account management services – User Account creates/disables/terminations/name changes, etc
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
• Distribute scheduled reports to customers as required
• Supporting end users by diagnosing and resolving computer hardware, network, and application issues
• Assist with cross training of other analysts, as needed

Perform other tasks as assigned by management.

The pay range for this position is $60,000 – $70,000 per year.
This range reflects the annual salary that Continental Resources reasonably and in good faith expects to pay for this position at the time of posting, consistent with the Massachusetts Pay Transparency Law (M.G.L. c. 149, § 105E).

#ConRes

Qualifications

Education and Training

• High school diploma required; college degree strongly preferred
• Relevant entry-level certifications strongly preferred:
  • Google IT Support Professional
  • CompTIA A+, Network+, Security+
  • Microsoft MTA
  • ITIL v3 Foundation

Experience

• 0-3 years in a technical field
• Experience providing customer support
• Experience in 24x7x365 Managed Services or SaaS organization preferred
• Experience using ITSM and Monitoring tool sets.

Skills

• Highly analytical thinker and troubleshooter
• Detail oriented with excellent documentation and communication skills
• Self-motivated, passionate about technology, with the desire to learn new things
• Ability to use and troubleshoot Microsoft Windows, Office, and Office365
• Foundational understanding of operating systems and servers, both physical and virtual
• Experience working with active directory to perform basic tasks, such as user creation and password resets

#ConRes