System Analyst Job at ConRes, Bedford, MA

cXgvR0NsUklOUndOeDdNclZLODFFenpjcnc9PQ==
  • ConRes
  • Bedford, MA

Job Description

Overview

Continental Resources is a women-owned, family business that has been providing innovated IT solutions to business, government, and educational organizations for more than 50 years.

The System Analyst will work with a team of managed services analysts and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end users, and monitoring tools. This role will have broad exposure across a range of network, server, virtualization and security platforms, working issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly, and provide exceptional customer service.

Responsibilities

This position is scheduled for third shift. The hours would be 11pm – 8am EST (Monday through Friday).

Operations:

  • Triage customer calls and tickets per specified severity levels
  • Attempt to resolve customer issues on their first call
  • Refer/ escalate customer calls to the appropriate level of support, as needed
  • Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
  • Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors and storage systems
  • Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
  • Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
  • Perform account management services – User Account creates/disables/terminations/name changes, etc.
  • Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
  • Distribute scheduled reports to customers as required
  • Supporting end users by diagnosing and resolving computer hardware, network, and application issues
  • Assist with cross training of other analysts, as needed

Perform other tasks as assigned by management

The pay range for this position is $60,000 – $70,000 per year.

This range reflects the annual salary that Continental Resources reasonably and in good faith expects to pay for this position at the time of posting, consistent with the Massachusetts Pay Transparency Law (M.G.L. c. 149, § 105E).

Job Requirements

Qualifications

Education and Training

  • High school diploma required; college degree strongly preferred
  • Relevant entry-level certifications strongly preferred:
  • Google IT Support Professional
  • CompTIA A+, Network+, Security+
  • Microsoft MTA
  • ITIL v3 Foundation

Experience

  • 0-3 years in a technical field
  • Experience providing customer support
  • Experience in 24x7x365 Managed Services or SaaS organization preferred
  • Experience using ITSM and Monitoring tool sets.

Skills

  • Highly analytical thinker and troubleshooter
  • Detail oriented with excellent documentation and communication skills
  • Self-motivated, passionate about technology, with the desire to learn new things
  • Ability to use and troubleshoot Microsoft Windows, Office, and Office365
  • Foundational understanding of operating systems and servers, both physical and virtual
  • Experience working with active directory to perform basic tasks, such as user creation and password resets

Job Tags

Work at office, Monday to Friday, Shift work,

Similar Jobs

New York State

Social Work Assistant 2 Job at New York State

 ...that the incumbent of the vacancy will be expected to perform. Duties Description PRIMARY DUTIES AND RESPONSIBILITIES: The Social Work Assistant 2 is responsible for completing assessments in-person and via telehealth video, to include observation, interviews, and documentation... 

Paper Source

Store Manager Job at Paper Source

 ...Store Manager Location KY - Louisville - Louisville - 4510 Classification Full-Time Job Summary A Store Manager (SM) delivers a beautifully merchandised and profitable store in the community you serve. Your focus on the sales floor exceeds our standards... 

Global Connect Technologies

Firmware Tester Job at Global Connect Technologies

Job Title: Sr. Automation Engineer Location: Hillsboro, OR Duration: Long Term Job Summary Panasonic Avionics Corporation is seeking Senior Automation Engineers to lead and enhance advanced automation solutions for embedded and UI-driven systems. The ideal...

REVOLVE

Assistant Designer Job at REVOLVE

 ...brands such as Lovers + Friends, Tularosa, NBD and RAYE. The Owned Brand division within REVOLVE is an industry-leading fashion design and production house based in Los Angeles. Leveraging the power of REVOLVEs data driven merchandising, combined with raw creative... 

Net2Source (N2S)

Graphic Designer Job at Net2Source (N2S)

Job Title : Graphic Designer Location: Chicago, IL 60615 Duration: 6+ months (Extension) Shift: Morning Qualifications : Minimum requirements include a college or degree in related field. Minimum requirements include knowledge and skills developed through...