183 applicants

Company

VC3 · 3 days ago

Internal IT Systems Analyst I

United States

Full-time

Remote

Entry Level

2+ years exp

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Information TechnologyPrivate Cloud

Culture & Values

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Responsibilities

Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standards

Receive & respond to escalated service requests, incidents and change requests in a timely manner

Train and educate VC3 clients on technical standards

Troubleshoot and resolve issues with:

Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office

General network connectivity including ISP

Common networking technologies such as DHCP and DNS

Wireless network performance and accessibility

Remote access technologies including VPN, RDS, and Citrix

Operating systems on servers, desktops, and laptops

Complete technical administrative tasks such as:

Virus/malware removal

Add/remove/change virtual server resources

AD/365/application password resets

Identify recurring issues and initiate problem tickets for them

Make recommendations for improvements of supported hardware and software

Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process

Additional Responsibilities:

Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients

Receive mentoring and feedback from Tier 2 Peers, Tier 3, and others

Where appropriate, escalate complicated issues to Tier 3 or other appropriate teams

Review Tickets with Team Lead

Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings

Create and update documentation when changes or occur, or when discoveries are made

Educate users on Process, Hardware, and Software

Answer Incoming Service Desk phone calls and chats

Attend monthly training & team meetings as required.

Participate in the on-call rotation (1 week every 3-4 months)

Additional duties as required

Qualification

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Microsoft 365AzureWindows ServerActive DirectoryTCP/IPDHCPDNSHyper-VVMWareVirusSecurity

Required

2+ years relevant technical experience is required OR 6 months experience in Service Technician I or II roles at VC3.

At least 2 years relevant IT experience fully supporting and building customer environments.

At least 2 years’ experience managing & working with the following technologies: Windows Server, Microsoft/Office 365, Active Directory, GPOs, Virus and Security, TCP/IP, DHCP, DNS.

At least 2 years’ experience with virtualization technologies: Hyper-V, VMWare.

Good problem solving and decision-making skills; ability to understand and analyze complex issues.

Self-motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality.

KPI goals consistently met in Service Technician I or II roles.