The Field
Systems Analyst3works as a member of a Reactive Service Delivery Team to provide support services to clients. The position is highly client-facing both in-person and via phone and as such requires outstanding communication and client service skills. The Field Systems Analyst3resolves workstation, server and network problem tickets, performs assigned project duties, assists Remote Engineer team members and escalates to Escalation Team as needed. This role regularly works on tasks that are varied and complex.
Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; may serve as lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks.Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks. Essential Duties & ResponsibilitiesClient Service
- Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner
- Perform all duties with the goal of building and maintaining long-term client/vendor relationships
- Maintain exceptional client service, understanding client satisfaction and perception
Documentation, Reporting and SLA’s
- Identify clients’ needs and report to Service Manager
- Update documentation for client configurations or processes
- Communicate managed services installation and maintenance with Centralized Services
- Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
- Utilize active listening and client-care skills in identifying potential concerns
- Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
- Close tickets within 7 business days unless issue requires further delay as notated on the ticket
QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required. Core Competencies
- Ability to communicate and work effectively with end users over the phone and on-site
- Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
- Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client en
Technical Skills
- Windows workstation repair, maintenance, malware removal, and deployment
- Configuring network settings on workstations
- Office 365 account and client support
- Server backup monitoring and maintenance
- Exchange mailbox administration
- Active Directory account creation and management
- Diagnose network connectivity issues for workstations
Education and/or Experience
- College or Technical degree OR 3 years of IT support experience related to Microsoft, HP, Dell and/or Cisco
- CompTIA certifications preferred
- Microsoft Technology Associate (MTA) preferred
Language Skills
- Ability to communicate professionally, in English, both written and orally
- Ability to write business correspondence and process procedures
- Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Certificates, Licenses, Registrations
Physical Demands
- Regularly required to use hands to operate computer keyboard and telephone
- Frequently is required to walk and sit
- Moderately required to stand
- Occasionally needs to lift and/or move up to 50 pounds
- Specific vision abilities required by this job include close vision, and ability to adjust focus
Commitment Limitations
- May not make a non-budgeted expenditure or commitment of the Company in excess of $500.00 without approval from Service Manager
- May not enter into any contractual arrangements with a client
