Position Title: Desktop and Systems Analyst

Department: Information Technology

Reports To: IT Manager

FLSA: Non-Exempt

Basic Function

The Desktop and Systems Analyst will provide professional technical support, maintenance and quality resolutions for applications and hardware to all levels of the ESMA team and to shared service clients. The Desktop and Systems Analyst will work closely with the IT Manager and Systems Administrator on projects, server backup/maintenance, and assist in implementation of new software and technology. The Desktop and System Analyst will contribute and lead projects in the delivery of new features and functionality that supports the growth of the IT Support team.

Essential Functions

• Provide technical support for desktop computers and other peripheral equipment, including installing, configuring, maintaining, and repairing equipment in a networked environment
• Determine feasibility of repair or replacement of equipment, and act on issues as necessary
• Assist in the planning, designing, and maintenance of the IT infrastructure and application suite and implement new technologies as needed
• Manage user administration, computing environment, and security of desktop/laptops via Active Directory and Group Policy Management and other IT administration tools
• Provide technical IT expertise to and assist in selecting new hardware and software platforms that support ESMA’s principles, policies, and standards
• Diagnose and resolve technology related problems using documented procedures and troubleshooting tools
• Troubleshoot desktop services and systems and make recommendations for improvements
• Install, support, and maintain server hardware and software infrastructure
• Maintain and monitor the ESMA backup/disaster recovery solution
• Analyze user requirements, procedures, and problems to automate processing or to improve existing computer systems
• Responsible for managing equipment and software inventory

Other Functions

• Actively participate in team meetings
• Performs any other duties and/or tasks that may be assigned on an as needed basis

Qualifications

• Bachelor’s degree Computer Science, Management Information Systems or equivalent experience
• 3-5+ years of experience providing desktop support and working with information technologies
• Excellent written and verbal communication and organizational skills with high attention to detail
• Proficient with Microsoft Windows, Office 365, Teams, Nextiva, Sophos VPN, Active Directory, remote access, iOS and hardware troubleshooting
• Strong analytical skills, with a proven track record of delivery of successful solutions
• Good interpersonal, professional, relationship management and facilitation skills

Preferred Qualifications

• Proficient with powershell scripting
• A+, MCSE and/or MTA (Microsoft Technology Associate) or equivalent work experience

Physical Demands

• Lifting/pushing/pulling: must be able to move equipment up to 50 pounds occasionally and up to 10 pounds frequently, at times overhead
• Frequent sitting, standing, walking, kneeling,
• Frequent communicating in person, via phone and through e-mail
• Frequent use of computer and telephone
• Must be able to use various office machines
• Must be able to enter information on the computer and read various instructions provided

Mental Demands

• Ability to work with limited supervision
• Ability to communicate effectively by phone and in person with staff
• Ability to perform in a fast-paced organization
• Ability to adapt to new situations quickly
• Ability to work with a diverse group of employees effectively
• Ability to manage stress due to varying peaks in workload
• Ability to operate with frequent interruptions in workflow
• Ability to prioritize multiple tasks
• Must have basic mathematics, reading, remembering, and reasoning skills to satisfactorily perform the essential functions of the job
• Ability to anticipate employee needs and implement solutions for addressing them
• Ability to organize projects, prioritize workflow and complete multiple tasks simultaneously and accurately

Work Environment

• General office environment
• Elevated noise and heat levels due to servers in office space
• Occasional work required in basement or attic
• Potential travel between various work sites as necessary

Equipment Used

• Office equipment such as computer, copy machine, fax machine, postage machine, telephone and printer

Work Schedule

• Able to work a flexible schedule and overtime as necessary

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by the employee assigned to this classification. They are not intended to be construed as a total list of all responsibilities, duties, and skills required of personnel so qualified.