Network Systems Analyst

Rowan is looking for a Network Systems Analyst that will serve as the main point of contact for all IT-related queries, offering first-line support via phone, email, and ticketing systems. The Network Systems Analyst will be responsible for diagnosing and resolving hardware and software problems, assisting with software installations and updates, handling password resets, and managing user accounts to maintain security. They troubleshoot basic network connectivity issues and provide remote support for laptops, iPads, and point-of-sale devices, ensuring prompt resolution of user issues through excellent customer service. Additionally, they create and maintain documentation for troubleshooting and solutions. The Network Systems Analyst ensures compliance with IT policies and manages IT assets. 

What you'll do:

• First-Line Support: Act as the initial point of contact for all IT-related inquiries via various communication channels (phone, email, ticketing system), providing timely and friendly responses to resolve issues within SLA or escalate them to 3rd party vendors when necessary.
• Technical Troubleshooting: Diagnose and resolve hardware and software problems related to desktops, laptops, printers, mobile devices, and other IT equipment, ensuring minimal downtime and disruptions for end-users.
• Software Support: Assist users with software installations, updates, configurations, and troubleshoot issues related to operating systems, productivity applications, and custom software.
• Password Management: Handle password reset requests and user account management to maintain security and access controls.
• Communication and Confidentiality: Provide excellent customer service skills in a fast-paced environment. Talk end-users through their difficulties and turn the situation into a positive experience.
• Documentation: Create and maintain detailed documentation for common issues, troubleshooting steps, and solutions, aiding in the knowledge base for both the team and end-users.
•  User Training: Conduct small-group or one-on-one training sessions to help users become proficient IT systems.
• Remote Support: Provide on-call remote assistance to off-site employees, ensuring their technical needs are met promptly and efficiently.
• IT Policies and Compliance: Ensure users adhere to firm IT policies and procedures, assisting in enforcing security protocols and compliance requirements.
• IT Asset Management: Provide backup support to monitor and manage IT assets, including hardware and software inventory, and maintain accurate records of equipment issued to users.
• Other Duties as assigned.

Experience we're looking for:

• 2-4 years experience providing remote support to field users.
• 1-3 years experience working with store point-of-sales systems and related hardware.
• Proficiency with operating systems (Windows, macOS) and common software applications.
• Basic networking knowledge (IP addressing, DNS, DHCP), VOIP, and wireless network setup.
• Strong understanding of Google Workspace.

What you bring to the table:

• Experience in remote support
• Knowledge of computer hardware and peripherals
• Proficiency with operating systems and networking
• Knowledge of cybersecurity best practices and data protection regulations.
• Excellent communication and customer service skills.
• Strong analytical thinking and problem-solving abilities.
• Attention to detail and thorough documentation skills.
• Ability to manage time effectively and handle multiple tasks.
• Flexibility and willingness to learn new technologies.
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