Address
Form of workRole: IT Systems and Support Analyst
Location:Must be on site in Emeryville, CA OR San Mateo, CA
Type: Contract
Length: 6-12 Month Contract - extension or conversion to FTE after 12 months is likely
Location:Must be on site in Emeryville, CA OR San Mateo, CA
Type: Contract
Length: 6-12 Month Contract - extension or conversion to FTE after 12 months is likely
POSITION TITLE: IT Systems and Support Analyst
POSITION DUTIES:
Customer Service:
POSITION DUTIES:
- Must be well versed in all aspects of O365 administration, including Exchange, SharePoint, and Teams.
- Provide hands-on administration and tier 2 support of enterprise systems in an infrastructure as a service (IaaS) platform such as AWS and Azure and cloud applications.
- Responsibilities include securing, administering, supporting, managing, and defining/implementing the IT-wide support model and service/request catalog for infrastructure application solutions.
- Responsible for administering the mobile device management (MDM) and mobile application management (MAM) platforms (Intune); Microsoft Teams, Polycom A/V, and Zoom Webcasting services; OneDrive and other file sync and share tools.
- Broad understanding of systems operations change management, systems management, user support, and service desk methodologies.
- Manage and provide system administration support of a growing list of enterprise infrastructure applications.
- Proactively plan and implement application upgrades, maintenance fixes, and vendor-supplied patches.
- Support and management of:
- Desktops, laptops, and mobile devices (Windows/ Mac OSX, Android, iOS, or similar).
- Shared resources such as printers, shared workstations, conference rooms, projectors, and telephones.
- Remote user support via phone and remote management tools, including VPN, and Remote desktop connections.
- Videoconferencing equipment (Cisco/Polycom/Zoom/Teams).
- Build, configure, maintain (patch), repair, and manage new and existing employees' systems.
- Experience with Voice over IP (VoIP) phone systems (Microsoft Teams).
- Experience with enterprise application implementations and/or migrations to the cloud.
- Experience with a virtualized environment in a distributed infrastructure.
- Analyze user enhancement requests to deliver solutions focused on establishing and improving business processes, addressing process gaps, and enabling the organization's automation and growth.
- Provide technical support during the application installation, upgrades, and migrations.
- Help execute validation test scripts, perform testing sequences, and change controls.
Customer Service:
- Proficiency in Excel, Word, Project, Visio, and PowerPoint.
- Sound administration and interpersonal skills. Must be able to interact in a team environment.
- Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines. Ensure the Service Level Agreement performance standards are met.
- Generate customer-facing documents. Runbooks, training aids, quick reference guides, and other aids to make customers self-sufficient.
- Recommend and produce procedures and standards to improve the quality and delivery of service to customers.
- Has a high degree of diplomacy with the ability to see and rationalize multiple points of view.
- Proactive behavior when faced with pending or potential service issues.
