IT System Analyst II

The Systems Analyst II position within the Support Services team is both accountable and responsible for helping train Systems Analysts I and the support of internal and external customers. Operates as first line of escalation and support ensuring critical system availability, performance, and service delivery required to meet business needs. As such, both critical thinking and ability to determine scope of impact are critical to the role. Provides routine technical support and customer service while maintaining accurate and timely delivery including, but not limited to: issue resolution and process documentation. Collaborates with third-party vendors when supporting hosted applications. Must be able to complete complex tasks with limited to no supervision.Maintain/Install end user software and hardware and troubleshoot/resolve issues in a timely manner: Laptops/Desktops/Thin clients/peripheral devices/MS Windows OS/MS Office/ Local and web-based applications. Windows 10 Enterprise: Install/configure Windows, MS Office, Security Software, and essential applications. Account Administration: Active Directory Users and Computers and Security Groups/Citrix App-Center users and publications /Web applicationsTicket Queue: Monitor and respond to electronic tickets and phone calls from internal and external clients for both trouble and task-oriented issues, and provide clearly written documentation regarding the problem, task, and resolution. Other IT Related Support: Routers and switches, AV equipment, Printers, Security Systems and Proximity key card systems/Cable management. Maintain a clean and orderly IT storage area.Administrative tasks: Attend meetings both locally, and via teleconference. Meet with local vendors and technicians. Respond to email and communicator messages. Maintain the current CMDB to ensure accurate inventory management.Publishes applications and documents in Citrix StudioProvides Windows Operating System (OS) installation and configuration services, or Windows Deployment Services (WDS) for imaging and deployment of applications and related policies.Provisions and maintains colleague domain and corporate messaging accounts in a Windows environment.Provisions and maintains colleague and associate access to virtual machines and required applications.Provides Windows domain support including, but not limited to, provisioning/removal of user domain and messaging accounts, group policies and general directory services.Administers various business systems and provides support for ongoing remote projects, including preparing required build documentation.Collaborates with third-party vendors in support of resolving routine technical issues.Identifies, troubleshoots, resolves, and documents in person and remote end user system issues and support requests.Utilizes remote support tools to resolve staff issues in remote stalls, monitors, maintains, configures, and analyzes systems and software in a client network environment.Must possess a strong inclination for problem solving and attention to detail.Enforces Information Security and Privacy guidelines on area of responsibility and documentation.Designs, improves, documents, and advocates processes.Participate in an on-call rotation to provide 24x7 support for internal and external clients.Willingness to travel as needed or up to 15%Minimum Education Requirements: Associates degree (AA) from a two-year college or university, and previous experience in a Technical Support role. Combination of post-high school education, and related professional work experience equivalent to three (3) to seven (7) years may be considered in lieu of degree.ITIL Foundations Certification required with the first 180 days of employment.Minimum Experience Requirements: 2 years of progressively responsible experience in related rolesEffective mentor of less experienced team membersTechnical Experience:Must havePrevious Desktop Support experienceCustomer support experienceActive DirectoryGroup PolicyVirtualizationSource ControlUsing scripts to complete complex or repetitive tasksMicrosoft Office proficiency.Ability to work independently and in a team environment; perform follow through on tasks.Excellent troubleshooting and problem-solving.Excellent attention to detail and organizational skills.Excellent verbal, written and interpersonal communication skills.Ability to multi-task and prioritize/re-prioritize work.Responsive and able to deliver the highest level of customer serviceUnderstanding of ITIL practices.Nice to haveIT CertificationsAutomation experience using PowerShell, Python, Batch, VBAdvanced VMware and Hyper-V administrationCitrix XenDesktop and XenApp configuration and administrationNetwork + and A + certificationsImaging and Deploying applications using an automated methodConsilios True North ValuesExcellenceWe strive to make every client our advocatePassionWe DO because we CARECollaborationWe win together through teamwork and communicationAgilityWe flex, adapt and embrace changePeopleWe value, respect and invest in our teammatesVisionWe create clarity of purpose and a clear path forwardConsilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.ID - System Generated: 2022-2130 External Company Name: Consilio LLC External Company URL:

Created: 2025-11-15