System Support Analyst

Company Name:
Start date: 2014-10-17T14:45:39.793
Salary period: Annual
SUMMARY Under general direction and working closely with the Network Administrator, the System Support Analyst performs a variety of professional duties in providing support for key hardware and software systems used in the day-to-day operation of a Humanitarian Travel agency with eight locations in the US and Canada. Responsibilities include: maintaining operating stability and efficiency of supported systems; conducting necessary technology research; recommending, deploying and configuring new hardware and software; providing user training and support as necessary; and performing related duties as assigned. This position will work closely with all levels of management, department members, end-users and occasionally, our European counterparts. Some light travel is required.
ESSENTIAL FUNCTIONSSupervise and coordinate the installation, maintenance, updating and documentation of assigned systems, to include version upgrades and patches.Configure computer equipment for employee use, ensuring proper installation of operating systems and appropriate software.Monitor the performance of servers and network systems; interpret error messages from servers and supported applications and perform corrective actions as required.Provide technical information, support and training to end-users and/or IT personnel on the usage of new and/or modified hardware and/or software.Formulate, interpret and/or implement technology-related operating practices and procedures as required.Install and perform minor repairs to peripheral equipment as required.Identify, evaluate and recommend hardware and software for purchase.Assist in maintaining electronic inventory of technology assets.Communicate clearly and concisely with users to provide instructions, updates, notifications and other technical information as appropriate.Confer with IT staff, users and management to establish requirements for new systems or modifications to existing systems.Provide configuration, troubleshooting and/or support on the following items: o User access to airline reservation systems as well as remote access to these and other internal systems by users, customers and/or vendors o First-level troubleshooting/analysis/problem-solving for network communication, email and chat system issues affecting user access to data and/or phone systems o Second-level troubleshooting and configuration support for desktop applications and desktop phones o Desktop support, as required, to insure timely response to user requests o Database administration, backup and connectivity tasks o Assist with system and data storage management and backup tasks Search for, evaluate and implement solutions to user and/or system problems using online tools and resources coupled with prior knowledge and experience.Engage in personal professional development to stay current with the demands of the position.Participate in 24/7 emergency on-call support.Perform miscellaneous job-related duties as assigned. KEY SYSTEMS SUPPORTED: Primary Support for the following: o TRAMS Accounting Software o Intranet Connections & Cold Fusion Web Software o Unitrends Backup/Replication o Openfire/Spark Chat Server/Client Software o AutoArchiver Invoice Management Software o Anti-virus Software o Network Monitoring and Patch Management Software Shared Support for the following: o Microsoft HyperV o Microsoft Windows Server 2012 with Active Directory and Terminal Server o Microsoft Exchange Server 2013
o Microsoft SQL Server o Mimecast Spam Filter Service o ACT! Customer Relationship Management Software o Airline Global Distribution System (GDS) Printer Software REQUIREMENTS/QUALIFICATIONSAdaptability/Flexibility, Communication, Customer Service, Dependability, Integrity/Ethics, Personal Organization, Productivity, Quality, Teamwork, Value (Job Knowledge).Good working knowledge of the following: o Industry-standard database applications and connectivity o Terminal Server and remote client technology, including VPN and printing o Backup and storage systems and technologies o Virtualization technologies o Security technologies, including SSL certificates o Smart phone and Tablet technologies Experience and proficiency with the following: o Current Windows Desktop/Server OS and Microsoft Office installation and configuration o Computer networking - including DNS, DHCP, Active Directory, Group Policy, and IP addressing/routing o Wireless networking protocols and security o Searching for, evaluating and finding appropriate solutions to issues using online tools and analysis based on past experience and knowledge o Integration of systems based on business requirements Able to do the following: o Communicate with and understand the needs of non-technical internal clients o Produce clear, concise documentation and system procedures o Analyze a problem, present alternatives & recommendations to users/peers /management, and follow through to implement the chosen solution o Effectively manage multiple and changing priorities Possess the following: o Excellent written and oral communication skills o Excellent analytical and problem-solving skills including attention to detail and accuracy o Strong organizational skills and/or project management experience including knowledge of planning and scheduling techniques Analyst must: o Exercise discretion and independent judgment in troubleshooting and problem resolution o Be self-motivated and able to work independently or as part of a team

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