System Analyst

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Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Experience in IT support, technical analysis, or system administration.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent verbal and written communication skills for client interactions.
• Familiarity with ticketing systems, technical documentation, and remote troubleshooting tools.
• Ability to work both independently and as part of a collaborative team.
• Strong organizational and time management skills to maintain accurate records and meet utilization standards.
• Experience in an MSP (Managed Service Provider) environment is a plus.
• Certifications such as ITIL, CompTIA A+, or Microsoft certifications are advantageous.
• Knowledge of cloud-based solutions, network troubleshooting, and cybersecurity best practices.

Responsibilities:

• Develop and maintain strong relationships with clients, assisting them with their technical needs.
• Ensure high-quality customer service for clients at all times.
• Answer Service Desk phone calls to start client tickets and provide immediate assistance.
• Collaborate with the Technical team to troubleshoot and resolve client issues efficiently.
• Stay up to date on technology trends relevant to client needs and within your Tier group.
• Keep accurate ticket notes and log time entries related to client issues and work on client environments.
• Maintain accountability for hours of utilization in alignment with company standards.
• Perform other duties as assigned.