Sr. Systems Support Analyst

Job Description

Pay 40-49 / h depending on experience

G eneral Description :

Reporting to the Senior Manager or Associate Director of GTS IT Operations, the Senior Systems Support Analyst plays a critical role in enabling employee productivity by effectively managing and supporting enterprise infrastructure applications and services within the Infrastructure & Operations team. This position requires advanced expertise in troubleshooting, networking, security, and enterprise software support to ensure reliable and efficient technology operations across the organization. The Senior Systems Support Analyst provides high- level technical support, manages escalated incidents, contributes to system design and optimization initiatives, and mentors junior team members. The ideal candidate demonstrates strong technical acumen, exceptional problem-solving abilities, and a commitment to delivering superior customer service while maintaining professionalism, discretion, and composure in a dynamic environment.

Ke y Responsibilities :

G ene r a l IT Support & Administration :

• Provide advanced troubleshooting and technical support for hardware, software, and network-related issues.
• Ensure system security and compliance with organizational policies.
• Manage IT projects related to system upgrades, migrations, and implementations.
• Collaborate with cross-functional teams to enhance IT support processes and user experience. Maintain IT documentation, procedures, and asset management.
• Provide training and guidance to junior IT staff and end-users.
• Offer on-site and remote assistance, and quickly and efficiently troubleshoot issues.
• Provide second and third-line IT support to employee issues escalated from our Service Desk. Administer and maintain IT systems, including cloud applications and enterprise software.

I n c i den t Management & Troubleshooting :

Computer Skills :

Windows 11, Office 365, AWS, SCCM, Intune, Mac OSX, JAMF, MDM, Azure, Active Directory.

Conference & Event Support :

Required Qualifications & Skills

T e chnical Skills :

S o f t Skills & Professionalism :

O t he r Qualifications : Service Now or other ITSM tools.

Tr a v e l , Physical Demands, and Work Environment :

Standing or sitting for long periods may be necessary. Some lifting (greater than 50 pounds) may be necessary. Occasional travel between sites as needed. Occasional travel for off-site meeting support.

W o r k Environment & Additional Details

E du c at io n / C e r t if i cations / Experience :

Equal Opportunity Employer : We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.

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