IT Support Analyst

Job Description

Job Description

Responsibilities:

Client Alignment:

• Evaluate client technology landscape based on company standards
• Minimum of three client onsites a week. Dependable car a must.
• Present and collaborate on client evaluations with vCIO
• Create and maintain up to date client profiles based on evaluations
• Provide client training on best practice usage of stack technologies

Standards:

• Create, evaluate, document, update, maintain and audit standards for:
  • Professional Services Automation (PSA)
  • Remote Monitoring and Management (RMM)
  • Document Management System
  • Workstations, Servers, Laptops
  • Routers, Switches, WAPs, and network devices
  • Compliance (HIPPA, PCI-DSS, SOX, etc.)
  • Backup, DR/Business Continuity
  • Network and Endpoint security
  • Mobile Device Management
  • Client outreach and feedback
  • Device and technology naming conventions

Policies:

• Create, evaluate, document, update, maintain and audit SOPs for:
  • Client onboarding
  • Client Technical Alignments
  • Workflow charts
  • Compliance change controls

System Administration and Maintenance:

• Lead assigned Projects
• Stage new workstations, servers, firewalls, WAPs, and switches
• Maintain up to date inventory on all supported client computer hardware via RMM
• Create, update and Manage RMM alert triggers
• Monitor RMM alerts and resolve issues as required
• Perform monthly client maintenance tasks as assigned
• Create, update and delete user accounts for client systems

Field Work:

• Troubleshoot and repair client hardware and software
• Utilize hardware and software vendor support in troubleshooting and repair process
• Track, document, and facilitate repairs from start to finish via ticket system
• Coordinate maintenance and repairs with client POC (Point of Contact)
• Coordinate vendor maintenance and repairs with client POC
• Assist project leads on project implementation
• Test and repair network drops and patch panels when feasible
• Test and repair PBX and telecom connections when feasible

Projects:

• Lead or assist in completion of assigned projects, projects may include (but are not limited to):
  • Client site openings and renovations,
  • Workstation, network and/or hardware upgrades
  • Security policy updates and audits
  • Software upgrades/implementations

Service Desk:

• Collaborate with service desk TPM on client tasks and tickets
• Maintain up to date chart of service desk team skills
• Collaborate with Management team on:
  • Stack SOPs
  • Escalation SOPs
  • Business metrics
  • Project and ticket work
  • Team alignment

Skills/Experience:

1. 5+ years of technology experience
2. Associate degree, MCSA or equivalent technical certifications/experience 3. Ability to effectively engage and maintain a relationship with clients
   
3. Good longevity in current and past positions
4. Prior experience with ten or more of the following technologies:

• Microsoft Visio, Microsoft Windows, Microsoft Windows Server, Active Directory, DHCP, DNS, VPN (site to site and SSL/IPSEC), Microsoft Azure, AWS, Microsoft Exchange Online, Microsoft SQL, Hyper-V, VMWare, Windows server backup solutions, Microsoft Office, MacOS, Kaseya BMS PSA, 3CX VoIP, Kaseya VSA RMM, QuickBooks, Printing Troubleshooting, SMB Firewalls, SMB Switches, SMB WAPs, Apple iOS, Android

Physical Requirements

In General
Approx. %Time Spent in each Function

Sitting 80%

Carrying 10%

Lifting 5%

Crawling 5%

Other Requirements

Ability to lift up to 50 lbs., 10-20 is typical

Ability to carry up to 120 feet

Ability to reach up to 6 feet, 2-4 is typical

Ability to work under desks

IMPORTANT NOTICE

This description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
This document does not create an employee contract, expressed, implied or otherwise, and does not alter the "at will" employment relationship of the employer and employee.

Benefits:

Health insurance benefit offered

Bonuses offered

401(k) with Employer Match