Systems Analyst

Systems Analyst
Full Time, FULL TIME
Unspecified
Travel required to 10%.

Job Description

Description:



Overview


Continental Resources is a women-owned, family business that has been providing innovative 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/ escalate 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 shift for this role will be Monday-Friday 3:00 pm - 11:30 pm



Requirements:



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 toolsets.


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

* A 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
Dice Id : conres
Position Id : 547
Originally Posted : 4 weeks ago
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