As a Systems Analyst, you will serve as the backbone of the Technical Assistance Center (TAC), collaborating closely with a TAC Manager to provide Level 1 support for end-user issues. You will use the TAC ticketing system to troubleshoot and resolve a range of issues, from general desktop support to customer-specific applications, while delivering top-tier customer service and following SOPs.
Key Responsibilities:
Provide general workstation and customer-specific application support.
Troubleshoot basic network connectivity, device, and user issues.
Administer system reboots and basic OS support.
Utilize basic Azure support and offer first-level triage for virtual server issues.
Manage user accounts, distribution groups, and security tasks via Active Directory.
Troubleshoot TCP/IP and VPN connectivity issues.
Deliver scripted application support and provide end-user email assistance.
Ensure proper documentation and workflow management using the ticketing system.
Knowledge, Skills, and Abilities:
Experienced troubleshooting Microsoft 365 applications and basic command-line usage.
Intermediate understanding of TCP/IP and technical triage methodologies.
Strong verbal and written communication skills, with the ability to explain technical issues to a non-technical audience.
Excellent customer service skills and the ability to set expectations around service delivery.
Team-oriented with a collaborative approach and respect for coworkers, clients, and stakeholders.
Adherence to ticketing processes, workflow management, and service request resolution.
Preferred Qualifications:
2+ years of professional system support experience.
Experience in an MSP support desk environment (preferred).
A+, Network+, Server+ certifications.
Azure support experience.
Basic knowledge of network devices, concepts, and best practices.
Basic Microsoft 365 certification.
This role offers an excellent opportunity to develop your technical skills while working within a collaborative team environment to deliver high-quality customer support.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
