Systems Support Analyst 1

General Job Summary:

The Systems Support Analyst I serves as the primary contact for staff facing technical issues and  provides excellent customer service through remote and face-to-face support. This position is responsible for implementing and maintaining the various technology tools provided to Infinite Legacy team members and for maintaining an accurate inventory, streamlining configuration, promoting maintenance strategies and performing tuning of computer equipment and systems provided to staff.  This position will also support operations by assisting the Information Technology Team in researching, recommending and implementing solutions to provide a more effective and secure computing environment.

Position may require travel to Infinite Legacy regional offices.  

Education and Experience:

       1.    Associate’s degree or two or more years of related experience and/or training; or equivalent combination of education and experience is required.  

2.  Working knowledge of recent innovations in Information Technology.

Required Skills/Abilities: 

1.       Ability to participate in an after-hours emergency call schedule.

2.       Ability to represent Infinite Legacy in a professional manner, including excellent communication with both internal and external customers.

3.       Excellent analytical and organizational skills.

4.       Demonstrated strong problem-solving skills with the ability to monitor own work for accuracy and thoroughness.

5.       Must maintain a valid driver’s license in accordance with Infinite Legacy motor vehicle policy.  

6.       Must have reliable personal automobile transportation to be used with company reimbursement using IRS guidelines. 

7.       Ability to travel within the service area.

Duties/Responsibilities:

1. Provides excellent customer service while responding to requests for support submitted through service desk ticketing system, email, IM, voice or in person.  
2. Maintains an inventory of organizational hardware, installed software and software licensing.
3. Utilizes the service desk ticketing system to maintain documentation of requests, priorities and customer interaction.
4. Identifies issue trends, devises preventative solutions and works with the Information Technology Team to develop innovative solutions for the IL staff.
5. Creates procedures for upgrades, system changes and daily activities. Makes recommendations to the Director of IT.
6. Manages access control to internal and external systems according to organizational policies and procedures.
7. Provides new team member training on the technology tools and services provided to allow them to excel in their new role.
8. Serves as a technical resource to IL staff seeking to increase their knowledge of IL technology services.
9. Analyzes and makes recommendations for hardware and software implementation and standardization.
10. Assists in staff change requests related to physical space, technology and telecommunications.
11. Completes follow up with customers to ensure full resolution of issues.
12. Maintains sufficient documentation of projects and outcomes as assigned by IT leadership.
13. Provides technical support on-site or via remote access systems. 
14. Installs and configures client computer systems for the organization.
15. Repairs hardware malfunctions, software failures and layer two network problems.
16. Resolves routine and complex issues and elevates requests when appropriate to next support level, vendor support or to the manager.
17. Assists in the maintenance and testing of network servers and associated equipment.
18. Assists in performing system and data backups and recovery.
19. Available for emergency support requests during non-business hours through a rotating schedule.

Working Conditions: 

This position requires consistent availability, travel and certain physical, language and communication abilities, including:

1.       Ability to lift 50 pounds and traverse short distances.

2.       Possess ability to operate telephones, computers and office equipment.

3.       Manual dexterity sufficient to operate telephones and computers.

4.       Occasional work in a cabling environment.  

5.       Sitting for extended periods of time.

6.       Dexterity of hands and fingers to operate a computer keyboard, mouse and other devices and objects.

7.       Vision correctable to 20/20 to read electronic medical charts and computer screens. Frequent and prolonged use of CRT screen may produce visual fatigue.

8.     Possible mental fatigue and stress associated with emergencies and management issues.

9.       Ability to accurately communicate, converse and exchange information in English over the telephone and in person.

10.     Computer literacy in a Microsoft Windows environment and demonstrated competency in the use of Microsoft Office software programs.

11.   This is a level 3 Blood-borne Pathogen Exposure position. Employees have low to no exposure to Blood-borne Pathogens and no exposure to TB.       Employees do not visit hospitals.