Senior Systems Analyst (IT Support)

Company: Meriplex Communications
Location: Portland
Posted on: May 27, 2023

Job Description:

Job description

LightPoint, a Meriplex company, is a managed cybersecurity, IT, and SD-WAN solutions provider, that enables transformation by combining secure, innovative technology with advanced expertise. Innovation is our hallmark, and it begins with staff development. Join LightPoint where you will have the opportunity to develop your skills while working alongside a team of enthusiastic industry and technology experts. LightPoint cultivates a collaborative culture, and as a Senior IT Support Analyst, you partner with and work across all departments of the organization to improve the management and execution of our business processes.

We have an exciting opportunity for a Senior IT Support Analyst to join our growing team and provide full-time dedicated onsite technical support for our client in Portland, Oregon. The Analyst's role includes helping manage and maintain in-house computer systems and remote infrastructure while providing end user support on all client systems and common office applications. This individual will be working as part of a larger national organization providing full managed IT support to the client. We are looking for a team member that has great people skills as well as solid technical skills and experience.

Daily tasks will include configuring and deploying new workstations, troubleshooting hardware / OS / Application / Backup / Network /VPN, Active Directory and O365 administration, and working with 3rd party applications. Responsibilities include supporting user onboards and offboards, general user IT support and maintenance, working with IT vendors. This role is client facing, both via remote access tools and in person; the candidate must have stellar client service skills and suitable business casual appearance while maintaining a professional demeanor.

This function is backed by the LightPoint/Meriplex IT team and will escalate higher level IT support issues to their teammates; strong collaboration skills and prior helpdesk and experiences with ticketing systems is essential.

DUTIES AND RESPONSIBILITIES

• Follows all IT standard processes and procedures for administration and management of IT support and services and licensing compliance; maintains confidentiality and complies with HIPAA rules and regulations.
• Monitors and maintains the network, critical servers, hardware and supported products.
• Engage directly with customers to ensure that all aspects of computer systems are operating efficiently, including installations and upgrades.
  • Provides support for email, applications, computer provisioning, VPN and other services.
  • Assists with the installation, configuration, and ongoing usability of servers, networks and desktop computers, peripheral equipment, and software within established standards and guidelines.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Thoroughly document all issues to alleviate chronic escalations.
  • Maintains a backup of all files, security, and rights.
  • Maintains confidentiality and compliance with industry rules and regulations.
  • Provides training to employees as necessary.
  • Logs all customer requests and updates calls utilizing the designated call handling and tracking/ticketing system.
  • Works collaboratively in a team environment with a spirit of cooperation.
  • Performs other duties as assigned.
    SKILLS
    
    To be successful in this role, you'll need the following skills:
    
    • Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner.
    • Excellent written and verbal communication skills.
    • Experience with computer build-out and setup; imaging, application installs and configuration, etc.
    • Excellent IT troubleshooting skills and ability to find solutions.
    • Self-motivated team player with excellent interpersonal and communications skills; is punctual and reliable.
    • Able to effectively interface with customers, vendors, leadership and network services.
    • Experience with Microsoft Office Suite, Office 365 and Microsoft Windows 7 & Windows 10.
    • Respectfully takes direction from manager and other teammates.
      EDUCATION AND EXPERIENCE
      
      • Bachelor's Degree in Computer Science, Business Administration and a minimum of two (2) years' experience in similar role with working experience in a technical support/helpdesk,; or equivalent combination of education, training and experience.
      • Strong experience in the use of IT related tools, software and hardware, printers, and using Helpdesk software.
      • Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
      • Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams to maximize customer satisfaction
      • Commitment to documenting knowledge in the form of knowledge base tech notes and articles.
        We value both education and experience equally - While your formal degree, and certifications, would contribute to your success in this role, we also find tremendous value in skills and knowledge gained through in-depth, real-world experience in a related field.
        
        The LightPoint Difference - LightPoint employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO, holiday pay, as well as referral bonuses.
        
        Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
        
        Job Type: Full-time
        
        Benefits:
        
        • 401(k)
        • Dental insurance
        • Health insurance
        • Life insurance
        • Paid time off
        • Vision insurance

Keywords: Meriplex Communications, Portland , Senior Systems Analyst (IT Support), Professions , Portland, Oregon