- Company Name
- Snelling Staffing
- Job Title
- Sr. Systems Support Analyst
- Job Description
-
Job Title: Senior Systems Support Analyst
Role Summary: Provide advanced, second‑ and third‑line support for hardware, software, and network issues across Windows, macOS, and mobile platforms. Oversee system security, compliance, and IT project activities such as upgrades and migrations while enhancing support processes and user experience.
Expectations: Deliver rapid, effective resolution of complex incidents; maintain thorough documentation; collaborate with cross‑functional teams; train junior staff and end‑users; ensure IT assets and compliance standards are consistently met.
Key Responsibilities:
- Troubleshoot and resolve hardware, software, and network problems on Windows, macOS, iOS, and Android.
- Support enterprise applications (Microsoft 365, Exchange, SharePoint, Teams, Zoom, Office 365), email, VPN, remote access, and collaboration tools.
- Administer and maintain systems including cloud applications, AWS, Azure, SCCM, Intune, JAMF, MDM and Active Directory.
- Lead IT projects for system upgrades, migrations, and implementations; manage project scope, schedule, and resources.
- Maintain detailed incident logs, knowledge base articles, and documentation of preventative measures.
- Provide on‑site and remote assistance during conferences, presentations, and high‑profile meetings, including AV equipment and hybrid meeting solutions.
- Train and mentor junior IT staff and end‑users; deliver clear, non‑technical explanations of complex issues.
- Escalate unresolved issues to specialized teams while ensuring prompt executive resolution.
Required Skills:
- Expertise in Windows OS, macOS, iOS, and Android environments.
- Deep knowledge of Active Directory, Microsoft 365 suite, Exchange, OneDrive, SharePoint, Teams, Zoom, VPN, and Office 365 administration.
- Proficient in troubleshooting network connectivity, AV technologies, video conferencing systems, and remote collaboration tools.
- Familiarity with MDM solutions, encryption, and endpoint security tools.
- Strong problem‑solving, analytical, and organizational abilities.
- Excellent verbal and written communication; ability to explain technical concepts to non‑technical users.
- Calm under pressure, confidentiality, and effective time‑management.
- Experience with ITSM tools such as ServiceNow.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology or related field, or equivalent work experience.
- Relevant certifications: Microsoft Certified: Windows Server, Microsoft 365 Certified: Enterprise Administrator, or similar (e.g., CompTIA Network+, CCNA, JAMF Certified).