Systems Support Analyst

About the position

The Systems Support Analyst provides intermediate to advanced (Tier 2-3) technical support for Microsoft 365, endpoint systems, and enterprise services across on-premises and cloud environments. Acts as a primary onsite IT presence to support day-to-day office operations and employee needs. The position owns escalated tickets, performs device imaging and deployment, supports inventory lifecycle management, and partners across IT teams to maintain operational excellence and continuous improvement.

Responsibilities

• Provide Tier 2-3 support and full lifecycle ownership of incidents and service requests, including advanced troubleshooting and resolution
• Perform root cause analysis (RCA) for recurring or high-impact issues
• Deliver onsite desk-side support for employees including troubleshooting, setup, and resolution
• Image, configure, deploy, and support devices for new hires and replacements
• Administer Windows 11, Microsoft 365, and Active Directory (on-prem and Azure)
• Manage endpoints using Intune, SCCM, Mosyle, or equivalent tools
• Troubleshoot VPN, networking, and telephony issues with escalation as needed
• Track and manage IT asset inventory and hardware lifecycle
• Ensure device security compliance (patching, MFA, encryption, vulnerability remediation)
• Document processes, procedures, and knowledge base articles
• Collaborate with infrastructure, security, and development teams
• Maintain 97%+ SLA, CSAT, and ticket closure metrics
• Identify automation opportunities (PowerShell preferred)
• Assist with ticket queue prioritization and workload balancing
• Support escalation management based on urgency and impact
• Provide onsite support for conference room meetings and AV issues (Logitech, Poly, MTR)
• Perform AV setup, testing, and proactive room readiness checks

Requirements

• Associate’s degree in IT or equivalent experience
• Experience with ITSM tools (Atlassian Jira/Confluence, ServiceDesk, ManageEngine, SMAX)
• Intermediate/advanced troubleshooting across Windows and macOS
• Experience with endpoint management tools (Intune, SCCM, Mosyle)
• Basic knowledge of networking and security

Nice-to-haves

• Scripting/automation experience (PowerShell, Python)
• Experience with conference room technologies (Logitech, Poly, Microsoft Teams Rooms)