Systems Analyst

WingSwept; Garner (NC); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Employee stock ownership

Profit sharing

Fully-vested 401(k) with matching contributions

Job summary

WingSwept, an employee-owned managed service provider in Garner, NC, seeks a motivated Tier 1 Systems Analyst to support customer service and technical assistance. This role involves troubleshooting client issues with hardware and software, managing service tickets, and ensuring excellent communication with clients.

The ideal candidate should possess strong system administration skills, a passion for technology, and the ability to provide exceptional service in a team-oriented environment. Enjoy a competitive salary, employee stock ownership, and comprehensive benefits.

If you are eager to learn and support clients, apply now!

Qualifications

• Must be legally in the US and able to pass a government background check.
• Two years of secondary education preferred.
• Valid driver's license and reliable transportation required.

Responsibilities

• Provide first level customer support and troubleshoot issues.
• Create tickets for client calls and maintain ticket flow.
• Coordinate scheduling of service visits and support.
• Communicate ticket status to clients and staff.
• Maintain documentation for internal tasks.

Skills

Excellent verbal and written communication skills

Affinity for computers

Exceptional computer and system administration skills

Knowledge of basic networking components

Ability to operate in a fast-paced environment

Education

High school diploma or higher

Tools

Microsoft Windows Server

MS Exchange

ConnectWise

Linux/Unix operating systems

Job description

Are you eager to put your customer service skills and growing technical capabilities to use? WingSwept is an award-winning, employee-owned managed service provider seeking a Tier 1 Systems Analyst for our team. We're looking for someone who is technically proficient, has the passion to learn, and genuinely cares about other people, including their teammates and our clients. If that's you, please review the details below and apply today if it seems like a good fit.

Compensation for the Systems Analyst position includes a competitive base pay and excellent benefits, including employee stock ownership, profit sharing, and a fully-vested 401(k) with matching contributions.

Responsibilities

• Provide first level customer support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing client requests for password and user account administration
• Create properly formatted tickets for client calls & emails in tracking software as the work occurs
• Ensure constant service ticket flow by escalating tickets that require higher level assistance
• Coordinate scheduling of service visits and technician support phone calls to clients
• Maintain inventory of customer-owned equipment and stock equipment in-house, manage product shipments, and maintain organization of service area
• Communicate ticket status and document updates to clients and technical staff as needed
• Provide first-level after-hours and holiday on-call support on a revolving basis with other staff
• Ask and gather intelligent questions about the client’s business and accurately document
• Document opportunities that are discussed or discovered while interacting with clients
• Perform basic computer hardware and software installations, configurations, and virus removals
• Keep information regarding our clients, their data, and other sensitive information confidential
• Create and maintain documentation for client and internal tasks and procedures
• Study for and pass industry certifications as identified and required
• Read educational materials as needed and directed for job proficiency
• Develop and/or revise best practices and processes for Help Desk procedures

Minimum Requirements

• Must determine to pursue and embody WingSwept’s core values of being Honest, Eager, Accountable, Respectful, and a Team Player
• Must possess excellent verbal and written communication skills for daily interactions with customers both in person and on the phone
• Must have an affinity for computers and a broad knowledge of various computer systems and how they work.
• Must have a thirst for knowledge and an ability to quickly tackle new problems by using available research tools and methodical processes to successfully remedy issues with little supervision
• Exceptional computer and system administration skills on Microsoft based clients and servers
• Firm understanding of the configuration of basic networking components and peripherals
• Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude
• Must be legally in the US and able to pass a US government background check
• High school diploma, at least two years of secondary education preferred
• Must have a valid driver’s license and reliable transportation for travel as far as 75 miles from the office
• Must be able to work a full-time 40-hour work week which may include after-hours support

Extra Consideration Given For The Following

• Previous experience as a system analyst, help-desk support provider, or equivalent role
• Previous experience with procedure writing or other technical writing
• Intricate knowledge/experience with workstation, server and network diagnostics, repair, and installation
• Expertise with MS Windows Server, MS Exchange, or ConnectWise
• Expertise with all aspects of Apple OS X
• CompTIA A+, Network+, and various Microsoft certifications
• Experience with VDI, virtualization technologies, or cloud hosting
• Understanding of the fundamentals of DNS, especially as related to mail servers
• Familiarity with Linux/Unix based operating systems and system administration
• Familiarity with SonicWALL and / or Cisco firewalls and other appliances
• Experience with phone wiring and phone switch installation / programming / maintenance

If this job sounds like a potential fit for you, please apply today!

Equal Opportunity Employer M/F/Disabled/Veteran