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: their teammates, other coworkers, 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 in-house and 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 Kaseya
• 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