The IT Systems Support Analyst resolves technical issues related to computers, networks, and software for employees, logging requests and maintaining documentation. Duties include troubleshooting, installing IT assets, managing user accounts, and providing training on tools. They also assist with help desk ticket assignments and ensure problem resolution.
Job Description
The IT Systems Support Analyst is responsible for responding to requests for technical assistance in order to maintain an optimal operational computing environment for the employees in the region assigned.
- Resolve computer, networking, printing, hardware and software related issues through in-depth troubleshooting and technical assistance.
- Log and track requests using Service Desk software in order to maintain history and related problem documentation.
- Handle problem recognition, research, isolation, resolution and follow-up, and refer more complex problems to technical staff while maintaining ownership of the issue.
- Install, document, take inventory, maintain, and troubleshoot all APAC information technology assets.
- Create and delete user accounts, enforce security and compliance rules to employees and non-employees regarding passwords and access to computer systems.
- Provide installation support including training and education of end user on basic tool set including telephones, laptops, video conferencing, and conference rooms/bridges etc.
- Analyze and assign 1st line Help Desk tickets to the Service Desk group. Provide feedback and training as required to ensure their ability to effectively resolve the 1st line tickets and requests from the global users.
QUALIFICATIONS:
- 3+ year experience in desktop and system support management
- Expert Proficiency in Office 365. Microsoft Office Word, Excel, and PowerPoint.
- Understanding Windows 10, Windows 11 and OSX.
- Proven understanding of computer operations and troubleshooting for desktop, laptop, and MAC hardware.
- Experience with PC imaging (Ivanti) software, Microsoft Autopilot (Intune),virus protection, computer security and inventory software.
- Certifications (A+, MCP, Network+ Certification) are a plus.
- Exposure to Microsoft Intune, LANDDESK or Ivanti or other management software a plus.
- Must be able to lift and move computers and monitors and equipment.
- Avaya, Cisco PBX Phone or other VOIP systems a plus.
- Understanding of IT Service Management.
- Understanding of System Workflow and Life Cycle.
- Understanding of service levels and executes tasks accordingly.
- Proficient in Inventory and life cycle.
- Strong Adherence to process and procedures to maintain quality and professionalism.
Top Skills
Office 365
Osx
Windows 10
Windows 11
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