Systems Analyst

At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people.
Our client has a brand new opportunity for a qualified Systems Analyst to join their team onsite in New York, NY. This role will be the support contact for the client partners and collaborate with technology teams to work incidents to resolution.
Duties and Responsibilities:

• Production support
  • Primarily focused on onsite store support, acting as intake and point of contact for the client
  • Working trouble tickets, escalating, and collaborating with other teams according to priority and required expertise - completing resolution within SLA
  • Develops system proficiency and builds subject matter expertise through issue exploration, troubleshooting, and root cause analysis
  • Coordinates and drives issue resolution within the team and cross-functionally, effectively communicating with client partners and team to gather information and convey status
  • Maintains clear and thorough documentation on inquiries and troubleshooting performed
  • Identifies trends and works cross-functionally to ensure timely communication of impacted systems
• Leadership
  • Receptive and responsive to coaching and guidance from leaders and more experienced analysts. Seeks input and support as required
  • Self-directed; is successful with minimal direction, providing escalation when necessary
  • Partners with business and support teams, responding quickly and thoroughly to issues and requests
  • Provides constructive input and perspective to team conversations

• Solution Delivery
  • Gathers, analyzes, and documents solution requirements
  • Efficiently assesses improvement opportunities (productivity / efficiency gains, cost savings, etc.)
  • Supports solution testing and delivery efforts
  • Works with team, vendors, service providers, and engineering teams to balance inventory needs, procedural effectiveness, and service delivery
  • Utilizes Agile delivery methodologies and participates on scrum teams in execution of solution delivery projects
• Represents client by providing world-class in-person customer service, technical support, and training
• Communicates clearly and professionally especially in verbal, written, and digital formats
• Supports trend and incident analysis, solution support, and process improvement initiatives
• Provides technical support and catalog ongoing incidents and issues to work toward long-term solutions
• Translates broad strategies and initiatives to customers in an honest, supportive, and informative manner
• Models and acts in accordance with client guiding principles

Skills and Qualifications:

• Minimum 2+ years of relevant technical support experience
• 1 to 3+ years of experience with Windows support in an enterprise environment
• Familiarity with macOS
• 2 to 3+ years of customer service experience
• 2+ years of experience with mobile device support with iOS and Android
• POS Support experience desired but not required
• Strong people skills and welcoming demeanor
• Ability to work individually and as a part of a team
• Self-starter with an understanding of triage methodology
• Ability to communicate clearly and concisely, both orally and in writing
• Analytical and problem-solving skills
• Ability to quickly learn new systems and technologies
• Knowledge of basic troubleshooting methodologies
• Natural ability to demonstrate empathy and compassion while serving customers and assisting staff
• Adept at maintaining composure and focus on the customer
• Responsive and communicative

$25.00 - $30.00 per hour
Full COVID-19 vaccination may be required.
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.
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