"Alerted.org

This will be an onsite position at our Spring, TX office!

Job Summary:

The IT Systems Support Analyst role enhances the end-user experience and ensures system availability, enabling users to accomplish organizational tasks efficiently. This includes managing back-end systems, actively resolving end-user help requests, configuring and supporting laptop computers, and provisioning and managing user accounts across several systems.

The successful candidate must be a self-starter with the ability to manage multiple tasks simultaneously, own deliverables from start to finish, prioritize their workload effectively, and thrive in a dynamic environment. This individual must perform effectively under pressure, managing multiple overlapping deadlines within tight timeframes, all while maintaining a consistently positive attitude.

Primary Job Function:

+ Develop and manage systems critical to the end-user experience, including Mobile Device Management (MDM) and IT Asset Management (ITAM) environments.

+ Develop and enforce IT lifecycle management frameworks for end-user accounts, devices, and compliance workflows.

+ Conduct systems analysis to evaluate current end-user environment and recommend enhancements that align with business goals and security standards.

+ Consult with end users to determine their technological needs and offer solutions based on company standards or recommend new standards to the head of IT Infrastructure for review and adoption.

+ Assist with ensuring compliance with cybersecurity frameworks and incident response planning and execution.

+ Collaborate with Managed Service Providers (MSPs) and serve as an escalation point for their support technicians, ensuring end-users receive the best possible service levels.

+ Provide Tier 2/3 technical assistance for escalated issues related to computer systems, software, and hardware.

+ Follow up with customers to ensure issue resolution.

+ Be an active learner, staying abreast of the latest IT trends and updates, continuously learning and improving technical skills.

+ Collaborate with the team on technology rollouts and upgrades to ensure a seamless transition.

+ Participate in on-call duties to respond to critical incidents after hours.

+ Travel to other Strike facilities as required by the business, up to 20%

+ Perform other duties as assigned.

Experience:

+ 4 + years of experience in an IT support role

+ 2 years of college/technical study in the field or equivalent education and experience combined CompTIA A+ certification is preferred.

+ Working knowledge of Windows Server Administration with Active Directory (Provisioning, Group Policies, OU, scripting, etc.) and remote systems management tools.

+ Experience configuring and troubleshooting desktops, laptops, and other office peripherals.

+ Working knowledge of Microsoft Windows 11

+ Experience with Intune and Microsoft 365 Administration- Required

+ Experience configuring and troubleshooting smartphones (Android, iOS).

+ Previous experience utilizing an ITSM system to record and track reported incidents.

+ Demonstrated ability to deliver superior customer service is required.

+ Scripting experience with PowerShell

Competencies:

+ Strong troubleshooting and analytical skills.

+ Proven time management and follow-through skills with the ability to work on multiple tasks.

+ Analyzes problems and makes sound decisions promptly.

+ Utilizes multi-tasking and organizational skills with attention to detail and emphasis on quality.

+ Displays superior written and oral communication skills and employs active listening skills.

+ Displays tactful, mature, professional demeanor with well-developed interpersonal skills, including working with diverse personnel.

+ The ability to communicate technical information to non-technical users.

+ Can accurately work independently and with a team in an agile environment.

Physical Demands:

+ Regularly required to sit, talk, and hear.

+ Frequently required to reach with hands and arms to grasp.

+ Regularly required to stand, walk, stoop, kneel, crouch, or crawl.

+ Occasionally lift and/or move up to 40 pounds.

+ This job's specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Other Criteria:

+ Ability to pass Strike’s driver eligibility (MVR) requirements

+ Complies with Strike's policies and procedures.

+ Complies with Strike's Drug & Alcohol Policy, maintaining favorable drug testing results throughout employment.

+ Performs job safely concerning others, property, and individual safety.

+ Works effectively with others to encourage teamwork and productivity.

+ Authorized to work in the United States. Sponsorship not available.

+ Strike is an Equal Opportunity Employer

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