An employer in Illinois area is seeking a Sr. System Analyst to join the team in supporting one of their major customers with multiple locations. This person will act as the escalation for L1 systems analysts completing L2 and L3 level tickets. They must deliver advanced workstation support and will complete duties like full work station replacements, troubleshooting multifunction scanners, dictation with microphones, and mobile support. Additionally, they will provide application support, troubleshoot network connectivity and devices/user connectivity, administer incident response system reboots, and perform basic OS support. Basic Azure support skills will be very beneficial, as well as ITIL security knowledge for basic printing and connectivity support. VPN connectivity issues and password resets, end user email support and following all SOP to resolve technical issues is essential.
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4+ years in a technical support and customer facing role
Advanced knowledge and experience supporting/troubleshooting Microsoft 365 applications and Active Directory
Advanced knowledge of command line
Understanding of advanced technical triage methodologies
Experience troubleshooting the network with intermediate TCP/IP understanding
Ability to effectively set expectations regarding delivery of service
Ability to work in a team environment
Adherence to ticketing methodologies regarding documentation, process, and workflow
Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism
Properly manage workflow using research, documentation, RMM tools, ticket system, and communication
Directly and indirectly support customers, vendors, and staff by providing top tier customer service.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.