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Systems Support Analyst
Ref No.: 18-00908
Location: Norcross, Georgia
Position Type:Right to Hire
Start Date: 11/18/2016
Job Title: System Support Analyst
Salary: DOE
Duration: Contract to hire
Location: Norcross, Ga

PURPOSE: To participate and execute the vision of the IT and Business Leadership around information technology initiatives that align with the business goals of company. The Systems and Support Analyst participates in the implementing of the new corporate support strategy as well as the operations of our voice, data, and storage activities in our data center; both in house and hosted/offsite facilities.  This role will support holistic operations to improve cost effectiveness, service quality, and mission development. This individual will participate in all aspects of information technology and systems focusing on the Service Desk.
Job Duties:
- Participate in the administration of MSFT Exchange Server and O365
- Participate in the administration of MSFT AD/DC in our environment
- Participate in the administration of the Server environment, both HW, SW, and OS
  • Manage all personnel and Site IT equipment which includes, but is not limited to
    • Phone systems (Shoretel)
    • PC break/fix. 
    • Router/switch maintenance
    • Router/switch install/configuration
    • Local firewalls (Cisco, Pix or ASA)
    • Printers and copiers
    • Production machinery that is network connected (and some that isn't, if it is a PC)
    • User software and accounts
    • Scanner Devices
    • Application Support, predominately SX.e, "Trend” moving from 6.6 – 10.X
    • E-Mail Support (Exchange)
    • Microsoft Office (Varying revs with a focus on O365)
- Monitor and continually improve customer service levels provided to all internal customers, and external customers as requirements dictate
- Assess, communicate and recommend mitigations for risks associated with IT Projects
- Document the practice, employment, and standard support activities for review, training and budgeting purposes
- Evaluate, implement and manage PC/Laptop imaging Process
- Evaluate, implement and manage standard HW Order List with Exception Process
- Participate in standard, and exception, IT Support and Project initiatives
- Implement and lead support for Tier 1 Support Team/Help Desk best practices
- Ensure continuous delivery of IT services through oversight of service level agreements with end users and monitoring of IT systems performance
- Participate in the creation, and approval of Business Support Planning and Process
- Ensure IT system operation adheres to applicable laws and regulations
- Continually involve IT Leadership in VOC (Voice Of the Customer) feedback being received, solicited or otherwise
- Partner with Technology trainers in companywide technology training to include new hire and position specific training along with product, software and other training needs
- Other duties as assigned
Job Requirements:
- Bachelor's Degree in Computer Science or related field or equivalent work experience
- Tier I – Less than 2 years
- Tier II – 5 years
- Tier III – more than 10 years
o   Experience with Unix, Linux
o   Experience with Windows, Server and Desktop OS'
o   Experience with Progress DB and other DB preferred
o   Experience in a Direct and Indirect Support Capacity
o   Experience in Customer Service role/environment
  • Solid networking and technical knowledge to enable the incumbent to understand and communicate the impact that technology has on the business environment.
Travel Requirement – Up to 25% travel to branches requiring some overnight stay, travel to industry related conferences and training requiring some extended stay.

If interested, please send me your resume & salary requirements to with a subject line of "Systems Support Analyst"