IT Systems Analyst

Provide technical assistance and support for incoming service desk tickets either in person, online, or over the phone for issues related to computer systems, software, and hardware.

Investigate & resolve issues reported by users and communicate with specific resources to resolve escalated issues.

Follow up with customers to ensure issues have been resolved.

Able to plan, prioritize and organize workload working within service level agreement standards and agreed objectives.

Install, modify, and repair computer hardware and software.

Run diagnostic programs to resolve problems.

Able to react to change productively and handle other essential tasks as assigned.

Manage and track hardware requirements ensuring that the asset inventory for all offices and properties across North America/EMEA/APAC is updated and maintained.

Work to automate processes, develop reports, and implement ITIL best practices related to Service Desk/Helpdesk operations.

Ensure that the company’s data and information are protected from unauthorized access.

Provision access requests for corporate applications within an enterprise environment.

Provide solutions to any complex IT-related challenges in the organization.

Attend and contribute to team meetings.

Integrate and support new technologies as required.

Follow and adhere to IT department policies and procedures.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Must have a positive “can-do” attitude.

Must be punctual and have the ability to work “off/after” hours as needed.

Must be able to thrive in a high-energy environment.