Support Analyst/System Administrator

Title: Support Analyst/ System Administrator
Location: On site - Jersey City, NJ; 9 am - 5 pm EST daily
Duration: 12 Months
Hours Per Week: 35
Pay rate:- $40/hr. - $44/hr. on W2.
 
Manager Notes: 

• SharePoint File management
• Experience with a ticketing system
• New Hire Equipment Provisioning & Offboarding

 
Position Overview/Summary

• The Support Analyst (System Administrator) - Contractor works as part of a small, dynamic IT team. The incumbent will provide system administration duties and use scripting languages to troubleshoot user systems.
• The incumbent will also provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system.
• The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT support team.

 
Key Responsibilities

• Administers a variety of user systems with a focus on monitoring/optimizing performance, ensuring good preventive maintenance, minimizing downtime, and providing robust backup systems and procedures to ensure data retention.
• Troubleshoot or enhance current automated systems by working with users to identify issues and then drawing on a knowledge of scripting languages (e.g., PowerShell, VBS, Python, etc.) to initiate corrective actions.
• Provides Help Desk and related support to NJ and Boston offices, remote sales staff and contractors:
• Supports Microsoft Exchange (Office 365), and numerous other business and sales-specific programs (e.g., CRM, Salesforce (Veeva), etc.)
• Administers MDM & Asset Management solutions (e.g. Intune, NinjaOne, etc.)
• Troubleshoot issues as they relate to VPN, Wireless, LAN, Storage, etc.
• Understands business concepts and processes to effectively support the business team with mediating new and existing business and technical challenges.
• Conducts Periodic Performance Analysis and optimize the overall Backup environment.
• Good working knowledge of SharePoint (e.g. Document Library file access permission)
• Take cases through the Helpdesk ticketing system. Handles escalated to level 2 and 3 cases but also handles level 1 cases as needed to ensure excellent customer service.
• Analyzes and solves all problems relating to: PCs, laptops, printers, iPhones, iPads, cabling, etc.
• Installs PCs, printers and IT related accessories.
• Supports VPN connectivity.
• Troubleshoot print queues.
• Supports new user account / email setup and departing user account retirement
• Demonstrates exemplary internal customer service and teambuilding:
• Builds and maintains strong working relationships with internal business unit’s leadership and throughout the company.
• Supports users on PC operations and standard applications. 
• Represents IT as required in related meetings onsite and offsite. 

 
Relationships
Reporting:  Reports directly to IT Operation Manager
Managerial: There are no direct supervisory duties.
Other:   Interact daily with IT Operation Manager on a range of tasks and projects and with users.
 
Qualifications
Education:         

• Bachelor’s degree or equivalent in Computer Science or related field.

Preferred:

• CompTIA A+, Microsoft Certified Professional (MCP) or better.

 
Professional Experience:

• Minimum of 2 years of IT experience which included experience as a Support Analyst, Team Lead, or similar and which included system administrator responsibilities.

 
Knowledge and Skills:

• Expertise in MDM & Asset Management systems (e.g., Intune, NinjaOne, etc.), scripting languages (e.g., PowerShell, VBS, or Python, etc.) and SharePoint File management.
• Other technical skills:
• Windows 7-10, Microsoft Active Directory, utilization of Intune Policy, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication skills, written and oral, relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment; required to work off-hours and weekends when required for projects or emergency support.
• Required to travel 10% of the time.

 
Essential Physical Requirements:

• Ability to lift computer equipment up to 30 pounds.