IT Systems Analyst

Position: IT Support Specialist / Systems and Support Analyst
Employment Status: Full Time, Exempt
Reports To: IT and Information Security Manager

The IT Support Specialist is responsible for providing primary end-user support for a wide range of technical issues, ensuring operational efficiency for our 90-person organization. This role focuses on resolving service requests logged via Salesforce Cases, including issues related to email (O365), hardware, Microsoft Office, Infor Visual Manufacturing (MRP), Windows operating systems, phone systems, networks, and printing.

The Specialist will also provide basic support for our end-users, server environment and assist with IT projects.

Primary Responsibilities:

· Respond to and resolve service requests for end-user issues, including email (O365), hardware, Microsoft Office, Infor Visual Manufacturing, Windows OS, phone systems, and printing.

· Provide user support including hardware and software installation, maintenance, troubleshooting, and training and orientation.

· Assist with Active Directory administration, user account management, and O365 synchronization.

· Support basic server tasks in a Windows/Linux environment (VMware, transitioning to Hyper-V) and contribute to server consolidation and cloud migration projects (AWS/Azure).

· Manage server backups, Sophos anti-virus, Ninja remote management, and Nagios systems monitoring.

· Troubleshoot and support Infor Visual Manufacturing user issues, leveraging its MS SQL Server backend.

· Document technical procedures and maintain a knowledge base for recurring issues to ensure compliance with IT policies and procedures.

· Assist with hardware and software installation, maintenance, troubleshooting, and user training/orientation.

· Participate in IT projects, including systems upgrades, server consolidation, and patch management, with a focus on supporting the IT team’s efforts.

· Respond to technical requests from end‐users, managers, software developers and business unit team members.

· Test and maintain computer programs and systems processes and conduct periodic system reviews to ensure they are running efficiently.

· Gather end‐user requirements, preparing technical specifications, and ensuring the adoption of IT best practices.

· Monitor server and application logs via SolarWinds SIEM for exceptions and assist in maintaining proactive management jobs.

· Ensure secure and stable operation of supported systems, adhering to established IT security practices.

· Responsibilities may occasionally require evening or weekend availability for system upgrades, maintenance, or recovery.

Requirements:

· Associate’s or Bachelor’s Degree in Computer Science, Information Systems, or related field preferred; equivalent experience (2+ years in IT support or helpdesk roles) considered.

· Strong troubleshooting skills for hardware, software, printing, networks, and phone systems.

· Basic knowledge of Active Directory, DNS, DHCP, and VMware or Hyper-V.

· Proficiency with Windows OS, Microsoft Office, and O365.

· Familiarity with Linux (CentOS/Ubuntu) is preferred.

· Experience with ERP systems like Infor Visual Manufacturing; and CRM environments such as Salesforce is helpful. Familiarity with MS SQL Server preferred.

· Exposure to cloud environments (AWS/Azure) is desirable.

· Familiarity with scripting languages (e.g., PowerShell, Python) is a plus for automating basic tasks.

· Excellent interpersonal and communication skills (oral/written) to support ~87 end-users and collaborate with internal/external stakeholders.

· Ability to work independently, manage a high volume of support requests, and contribute to projects.

· Ability to handle sensitive/confidential information with discretion.

· Certifications such as CompTIA A+/Network+, Cisco (e.g., CCNA), or Microsoft (e.g., MCSA/MCSE) are a plus but not required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk, sit, and reach. The employee is occasionally required to bend, kneel, squat, climb, lift, and use fine motor skills. The employee must occasionally lift or carry a maximum of 40 lbs.