The Technology Systems Analyst is responsible for delivering exceptional customer service and technical support to all associates. This role involves onboarding and offboarding employees, providing frontline technical assistance, and participating in various technology projects. The Analyst will also maintain and update technology processes while ensuring compliance with security and cybersecurity standards, supporting end-users to meet these requirements.  This position requires 4 days onsite and allows for 1 day remote.  

Responsibilities:

Technical Support Management:

• Provide prompt, high-quality technical support for all systems.
• Assist in resolving end-user issues efficiently while maintaining superior customer service.
• Complete and distribute Security Incident Reports for incidents as required.
• Leverage available training and resources to enhance technical knowledge and skills.
• Participate in weekly team meetings to share updates, discuss tickets, and address any challenges.
• Use the helpdesk ticketing system for effective communication, tracking, and timely resolution of tickets.
• Follow documented procedures to onboard and offboard employees.
• Maintain and update technology procedures as needed.
• Track and manage IT assets, ensuring proper documentation and disposal of technology hardware.

Enterprise Systems Administration:

• Manage users and maintain Active Directory, ensuring consistency and accuracy.
• Administer Azure AD and Office 365 user roles, rights, and licenses.
• Properly assign licenses and manage user settings for MFA, OWA, MDM, etc.
• Oversee Exchange user management, including groups, archiving, legal hold, and e-discovery.
• Manage SharePoint user access and structure, ensuring proper mapping and organization.
• Interact with key systems for monitoring and securing servers and client systems, including:
  • ConnectWise
  • Mimecast
  • Zscaler
  • Endpoint Protection Software
  • Arctic Wolf
  • Office 365/Azure
  • Zee Drive and other drive mapping applications

Firewalls & Security:

• Manage firewall settings to ensure web filtering, intrusion detection, and intrusion prevention.
• Install patches and firmware updates as needed.

Project Participation:

• Serve as a key resource for various technology initiatives.
• Assist in planning, execution, and delivery of IT projects.
• Provide progress updates and suggestions to management regarding ongoing or recently completed projects.

• Education: BA/BS in Computer Science, Management Information Systems, or a related field preferred.
• Experience: 1-2 years of experience in hardware/network troubleshooting, firewall management, backup and recovery systems, and Microsoft enterprise solutions. Experience with property management software is preferred but not required.

Technical Skills:

• Proficient in Microsoft applications and familiar with current technology solutions.
• Strong knowledge of network management, administration, hardware, and software.
• Experience supporting Active Directory, Group Policy, Azure, and Office 365.
• Proven ability to deliver excellent customer service in a technology support environment.
• Experience participating in projects to implement new technology tools and solutions.