Randstad Systems Support Analyst - Tier 2 in Cedar Rapids, Iowa
Systems Support Analyst - Tier 2
Cedar Rapids, IA
Wednesday, October 12, 2016
Temp to Perm
The Systems Support Analyst will provide primary support to the customer community on a variety of technical issues by applying understanding of computer hardware and software. Responsible to identify issues and independently solve them, and be able to methodically troubleshoot and implement solutions to complex issues.
Respond to users with technology issues through inbound customer service calls and email requests.
Identify, research and resolve technical problems in the following areas: hardware, software, reporting, telephony, network connectivity, audio/video equipment, basic hardware/software training, employee moves/adds/changes.
Track and monitor technical problems to ensure timely resolutions.
Develop and implement solutions for problems/opportunities discovered in the end user community.
Respond to and communicate with end users in general terms.
Prioritize and complete tasks in order to meet customer service level agreements.
Provide mentorship to newer systems support team members.
This position will participate in an on-call rotation (approximately one week out of every eight weeks)
Provide first class customer service.
Education, experience and skills required:
Associate s degree required. 2-4 years of systems support and/or administrator-related experience in technology. Upper level Tier 2 candidates will have a minimum of 4+ years experience. Ability to handle challenging situations in a calm and professional manner.
Required technical experience:
Desktop support (Windows required and MAC OS a plus), Microsoft Office Suite support, line of business application and productivity software support, mobile device support (i.e. iOS, Android, Blackberry, Windows Mobile).
Hardware/software diagnostics and troubleshooting, hardware, software and firmware upgrades and installations.
Printer support, wired and wireless networking, spyware & virus removal, remote support tools, ticket system management and Knowledgebase/Google query.
Windows Server, Active Directory, Exchange and Terminal services.
Mail routing and message tracking, routers, firewalls and switching equipment.
Network connectivity (i.e.TCP/IP, DHCP, DNS, etc), Public DNS management and troubleshooting, NTFS security and sharing and other Windows server features (i.e. Group Policy, SQL, print management, etc.)
Backup monitoring, management and troubleshooting.
Hosted solutions support (email, servers, backups, etc.)
Support and/or administration of a wide variety of desktop and server software, Windows registry editing and virtual server infrastructure (VMWare, ESXi, Microsoft Hyper-V)
A+, Net+ and relevant certifications
Microsoft certifications (MCDST/MCITP/MCSA/MCSE)
Previous experience with a MSP or IT consulting firm
Additional OS knowledge (i.e. Linus, Unix, Mac OS)