The Senior System Analyst is responsible for administrating and maintaining LANDesk management infrastructure, implementing and supports business application solutions to facilitate the efficient and effective operations of the business areas. Drives work and project forward by collaborating with key stakeholders and functional areas to resolve issues, complete tasks/phases and meet timelines. Responsibilities will be to complete assignments typically moderate in scope, complexity, and/or risk. May also be tasked with supporting desktop support role as needed.
These include the following. Other duties may be assigned at the discretion of management in the context of the role.
1.Core job requirements – (50%)
Strong understanding of Microsoft Active Directory technologies including LDAP, DNS, DHCP configuration. AD disaster recovery a must.
String understand of server hardware and operating systems including Windows Server 2008 R2, 2012 R2 and 2016. Strong knowledge of Windows 7, 10 and Macintosh OS.
Strong understanding of DFS File system storage and Windows Access control list and permissions.
Must have experience with the installation, configuration, and troubleshooting of Ivanti (Landesk) software, SCCM, or similar competitive market solutions.
Strong understanding of security software such as encryption, backup, antivirus, data loss prevention, and advanced malware prevention.
The ability to sysprep, Window and Macintosh systems, and the understanding of OS previsioning.
Ability to write Batch Scrips, Visual Basic scrips and Power Shell scrips.
Advanced analytical skills for problem identification.
2. Provide IT Support to North America End Users – (40%)
Evaluate, prioritize and respond to requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Provide onsite and remote support for North American ensure maximum uptime. This will require work outside of standard office hours
Resolve computer, networking, printing, hardware and software related issues through in-depth troubleshooting and technical assistance.
Log and track requests using help desk software to maintain the history and related problem documentation.
Handle problem recognition, research, isolation, resolution, and follow-up, and refer more complex problems to technical staff while maintaining ownership of the issue.
Install, document, take inventory, maintain, and troubleshoot all NA information technology assets.
Create and delete user accounts, enforce security and compliance rules to employees and non-employees regarding passwords and access to computer systems.
Provide installation support including training and education of end user on basic tool set including telephones, laptops, GoToMeeting, video conferencing, and conference rooms/bridges etc.
3. Handle additional responsibilities or special projects as required. (10%)
REQUIRED SKILLS & QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience:
Bachelor’s degree in computer science or related field or technical certifications.
5+ year experience in Windows Administration, Desktop Support filed.
Advanced analytical skills for problem identification.
Must be able to demonstrate excellent time management, decision making, and organization skills
Must demonstrate excellent interpersonal communications skills with internal project teams and stakeholders, including the ability to work well with others as part of a team.
Understanding of the Windows 7, Windows 10 and OSX operating systems.
Basic understanding of computer networking.
Proven understanding of computer operations and troubleshooting for desktop, laptop, Macintosh, and server hardware.
Experience with PC imaging software, virus protection, computer security and inventory software.
Expert Proficiency in Microsoft Office Word, Excel, and PowerPoint.
Certifications (A+, MCP, Network+ Certification) are a plus.
Must be able to lift and move computers and monitors and equipment.
Previous exposure to call center technologies and processes.
Avaya PBX Phone systems a plus.
Accountability – Proven results while managing changing priorities as well as maintaining direction and focus through proactive planning and organized approaches to work to meet deadlines and manage time effectively. Must demonstrate strong attention to detail and be conscientious, reliable, and punctual.
Client Focus - Demonstrates a strong customer orientation, builds partnerships, and work well across functions to service internal and external clients in a timely fashion.
Communication Skills – Adjusting accordingly to demonstrate sensitivity to cultural differences while maintaining the highest level of abilities in all aspects of communication, written, oral, listening and expressing ideas.
Critical Thinking - Understands business strategy and processes while able to applying to local objectives.
Leadership Skills - Ability to model behavior and attributes expected by others.
Team Work - Ability to work effectively independently and harmoniously within a team while communicating a “can do” attitude and positive outlook. Willing to pitch in and do more than is required.