IT Systems Analyst Job at Rowan (New York)

Job Description

Rowan is looking for a IT 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 IT 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 IT Systems Analyst ensures compliance with IT policies and manages IT assets.

Job Responsibility

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
Networking Support: Support end-to-end internet and phone service installations across multiple locations, ensuring timely activation
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

Requirements

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
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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IT Systems Analyst

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