System Support Analyst

US-NY-Syracuse
4 weeks ago(12/22/2017 9:49 AM)
Job ID
2017-1038
Category
Information Technology

Overview

Interact with G&C associates and customers to resolve problems associated with technical systems. Expected to become knowledgeable on configuration and use cases of various technical systems, and to apply this knowledge in configuring and supporting these systems.

 

Areas of specialization include workstation technical support, business applications support, systems administration, help desk support, software configuration administration, and testing/validation where necessary.

Responsibilities

  • Manages computer systems on a day to day basis. Investigates and resolves problems encountered by staff especially those of a critical nature. Uses available support staff when prudent. Looks for ways to standardize operations for easier maintenance. Creates mechanisms to automate routine tasks.
  • Responsible for performing setup of new workstations into existing environments. Able to analyze the impact of new software and perform software upgrades when necessary.
  • Available for after-hours support issues and phone calls from our operations team.
  • Provides complete answers to questions asked by other team members, which may require added research and investigation.
  • Performs tasks that support the administration of G&C’s computer systems. Assigned tasks may include:
    • install and make new equipment operational;
    • investigate, evaluate and provide analysis on new hardware and software;
    • train staff on effective operation of new equipment and software;
    • and provide first-line support to staff for usage issues and technical problems.
  • Has the ability to create workgroup environments, i.e., user accounts, groups. Ensures that access to information is by appropriate members only.
  • Supports the installation of new tools/products focusing on overcoming any interoperability issues.
  • Ensures the security of our computer systems, through policies and system configuration, taking all prudent steps to prevent external break-ins by unauthorized persons. Ensures that all software is being used according to each package's software license and is not being used improperly.
  • Perform ad-hoc or planned system performance audits.

Qualifications

Education and/or Experience: Bachelor's Degree in a technical curriculum or equivalent demonstrated expertise preferred.

Technical Skills/Knowledge: Advanced configuration, maintenance, and administration of Windows servers and workstations and related software and peripherals. Database administration skills desirable. Windows server architecture and associated protocol knowledge. Knowledge of UNIX-based systems desirable but not required.

Analytical/Reasoning Abilities: Exhibits an advanced ability to troubleshoot technical systems. Exhibits an ability to extract requirements from a customer and deliver advanced technical solutions.

Strong organizational skills: Can effectively organize and prioritize their own work and assist others to organize their work. Achieves stated objectives within the specified time period.

Communication skills: (Verbal) Can effectively present technical issues and information to management, peers and customers in a clear and concise manner. (Written) Ability to produce comprehensive written documents related to their work with little need for review and editing by another source.

Interpersonal skills: Possesses the ability to effectively interact with various levels of management, customers and team members to ensure open and positive dialog.

Customer Service skills: Possesses the ability to assist and serve associates and customers with a positive attitude, enthusiasm, clarity and attention to detail. Demonstrates value to the customer. A good sense of humor is highly desirable.

Image: Projects a professional image by dressing in attire appropriate for the business environment to which he/she is exposed and by conducting one's behavior with the utmost regard for professionalism, honesty, discretion and confidentiality.

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