Are you a Systems Analyst who relishes the opportunity to provide top-notch technical support to clients as issues and needs arise? WingSwept is a managed service provider seeking a Tier 1 Systems Analyst for our team. We're looking for someone who is technically proficient, has the passion to learn, and genuinely cares about other people, including their teammates and our clients. If that's you, please review the details below and apply today if it seems like a good fit.

The responsibilities of the position may include:

• Provide first level customer support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing client requests for password and user account administration
• Create properly formatted tickets for client calls & emails in tracking software as the work occurs
• Ensure constant service ticket flow by escalating tickets that require higher level assistance
• Coordinate scheduling of service visits and technician support phone calls to clients
• Maintain inventory of customer-owned equipment and stock equipment in-house, manage product shipments, and maintain organization of service area
• Communicate ticket status and document updates to clients and technical staff as needed
• Provide first-level after-hours and holiday on-call support on a revolving basis with other staff
• Ask and gather intelligent questions about the client’s business and accurately document
• Document opportunities that are discussed or discovered while interacting with clients
• Perform basic computer hardware and software installations, configurations, and virus removals
• Keep information regarding our clients, their data, and other sensitive information confidential
• Create and maintain documentation for client and internal tasks and procedures
• Study for and pass industry certifications as identified and required
• Read educational materials as needed and directed for job proficiency
• Develop and/or revise best practices and processes for Help Desk procedures

Minimum requirements:

• Must determine to pursue and embody WingSwept’s core values of being Honest, Eager, Accountable, Respectful, and a Team Player
• Must possess excellent verbal and written communication skills for daily interactions with customers both in person and on the phone
• Must have an affinity for computers and a broad knowledge of various computer systems and how they work.
• Must have a thirst for knowledge and an ability to quickly tackle new problems by using available research tools and methodical processes to successfully remedy issues with little supervision
• Exceptional computer and system administration skills on Microsoft based clients and servers
• Firm understanding of the configuration of basic networking components and peripherals
• Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude
• Must be legally in the US and able to pass a US government background check
• High school diploma, at least two years of secondary education preferred
• Must have a valid driver’s license and reliable transportation for travel as far as 75 miles from the office
• Must be able to work a full-time 40-hour work week which may include after-hours support

Extra consideration given for the following:

• Previous experience as a system analyst, help-desk support provider, or equivalent role
• Previous experience with procedure writing or other technical writing
• Intricate knowledge/experience with workstation, server and network diagnostics, repair, and installation
• Expertise with MS Windows Server, MS Exchange, ConnectWise, or Datto RMM
• Expertise with all aspects of Apple OS X
• CompTIA A+, Network+, and various Microsoft certifications
• Experience with VDI, virtualization technologies, or cloud hosting
• Understanding of the fundamentals of DNS, especially as related to mail servers
• Familiarity with Linux/Unix based operating systems and system administration
• Familiarity with SonicWALL and / or Cisco firewalls and other appliances
• Experience with phone wiring and phone switch installation / programming / maintenance