Systems Analyst

The Position: Reporting to the Manager, Service Delivery – Our Systems Analyst is always available to resolve

our client’s technical issues in person and remotely. As the System Analyst, you will own the responsibility of

delivering high quality and timely assistance by adhering to F12’s policies and procedures. This role is

designed to cultivate technical troubleshooting skills including network infrastructure, servers, and

applications. With the coaching from our Team Leads and the guidance of more senior technicians, this role is

the perfect learning opportunity for those wanting to gain a deeper understanding of the IT industry.

Responsibilities

• Responsible for end-user support, you will partner with our clients to resolve their IT issues. This
  
  

includes challenges like password resets, adding a printer, navigating a server, installing or re-installing

programs and assigning users to distribution lists to name a few.

• Looking to enhance our relationships with Clients you diligently learn the contacts and preferences of
  
  

each account and can multi-task when accommodating their requests.

• Answering phones with both speed and tact, you are empathetic and articulate when working with
  
  

Clients. Especially in stressful situations, you ask the right questions and provide relevant and realistic

solutions.

• Balancing quality with speed, you provide professional verbal and written responses to Clients and
  
  

update ticket statuses to ensure all team members know things are taken care of

• Escalating tickets when the answer is unclear, you willingly ask for help from your Team Leads or
  
  

teammates when needed.

• With basic security knowledge, you diligently protect Client information and adhere to processes and
  
  

procedures that do the same.

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• Wanting your team to always be better, you update shared resources/wikis like IT Glue and SharePoint
  
  

to ensure others can find the information they need.

• Performing Return Merchandise Authorization (RMA) processing with vendor partners to ensure
  
  

products are replaced or repaired according to warranty agreements.

• Ensuring to update your ticket notes and time entries for all onsite visits, you update and maintain
  
  

accurate documentation to keep your team in the know.

• Preparing and deploying workstations, printers, network hardware equipment and other associated
  
  

peripherals are responsibilities you handle regularly.