Systems Analyst

At Summit, we build and operate the infrastructure behind some of the most critical applications in regulated industries. The work is complex, expectations are high, and the environments we support require precision and thoughtful execution. We specialize in enterprise-class Application Hosting, Managed Services, and Cloud Solutions, with deep expertise in compliance, security, and performance. Our focus is simple: make the complex manageable and deliver technology that works - reliably, securely, and at scale. Join our dynamic team as a Systems Analyst in Help Desk! If you love solving technical puzzles, working with cutting-edge virtualization tools, and delivering top-notch customer service, this role is perfect for you. Your mission: keep our hosting and server infrastructure running smoothly while continuously learning and growing in the ever-evolving tech landscape. What You’ll Do: Respond to customer tickets within 15 minutes, diagnosing and resolving issues, and escalating complex cases as needed. Utilize virtualization tools (e.g., VMware, Hyper-V) to ensure optimal performance and stability of virtual environments. Maintain open communication by notifying team members when unavailable and collaborating to share insights and best practices. Engage in continuous learning through platforms like Udemy and stay updated on industry trends and technologies. Maintain a strong technical foundation in server administration, networking, and virtualization, including familiarity with Active Directory services, Virtual Machine Manager Console (VMMC), Hyper-Visor (Hyper-V), Failover Cluster Manager (FCM), Command prompt, Remote Desktop Connection Manager (RDCM), DNS Tools, and related protocols. Provide professional and friendly customer service on scheduled calls, maintaining a positive demeanor. Learn new techniques and technologies on the fly and ask questions to enhance your skillset. Work effectively in a team environment and contribute to a supportive team culture. Participate within Help Desk on-call rotation and act as a point of contact for after-hours and weekend Help Desk Support team(s). Calling customers via phone to help address their technical issues. What You’ll Deliver: Achieve prompt and accurate resolution of customer tickets, minimizing disruption and maintaining service continuity. Ensure high availability and reliability of virtual environments, proactively addressing performance and technical challenges. Maintain clear, consistent communication within the team, contributing to alignment and a collaborative working environment. Demonstrate continuous growth by applying new knowledge and skills to improve performance and effectiveness. Leverage technical expertise to solve complex issues, using the right tools and protocols to maintain system stability and integrity. Deliver high customer satisfaction through professional, effective support and a strong service mindset. Contribute to team success by supporting peers, sharing knowledge, and reinforcing a positive team dynamic. Engage with customers via phone with professionalism, empathy, and clarity. Create and maintain clear, actionable documentation that improves knowledge sharing, consistency, and future issue resolution. You’ll Thrive in This Role If You: Bring hand-on experience in systems administration, server support, or a similar technical environment. Approach problem-solving with a strong attention to detail and a focus on root cause, not just quick fixes. Can manage multiple priorities in a fast-moving environment without sacrificing quality. Communicate clearly and effectively with both technical and non-technical audiences. Operate with a customer-first mindset and a commitment to delivering high-quality service. Take ownership of issues and follow them through to resolution. Have a background in Computer Science, Information Technology, or a related field (or equivalent practical experience). Bonus Points: Relevant certifications (e.g., CompTIA A+, Net+, Server+, Security+, Microsoft MCSA, MCSE, VMware VCP). Familiarity with ITIL principles. Our Benefits: Flexible Time Off - take what you need, we trust you to manage it. Medical, Dental & Vision - comprehensive coverage with HSA/HRA options. 401(k) with 4% match - we invest alongside you. Parental Leave - paid time for the moments that matter most. Life & Disability Insurance - built-in peace of mind. Wellness Support - resources for your mental and physical health. Free Colocation & Cloud Access - build and experiment in real environments. Work From Anywhere - remote-friendly by design. A low-ego, get-it-done culture - come as you are, do great work. Compensation: Compensation for this role is based on experience, skills, and location. We aim to make offers that are fair, forward-looking, and aligned to both what you bring and where you’re growing. Internal candidates may see variations based on current role, compensation, and progression at Summit. Same thoughtful approach, just with additional context. Our pay range for this role is: 50,000 - 55,000 USD per year (Remote (United States)). Summit is committed to a diverse and inclusive workplace. Summit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. As part of this commitment, Summit will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed for the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please email View email address on click.appcast.io. #J-18808-Ljbffr