Systems Analyst II

GENERAL DUTIES & RESPONSIBILITIES:

• Methods, materials, tools and equipment used in troubleshooting the
  computing environment.
• Principles and practices of training program development and
  presentation.
• Principles and practices of PC & Mac operation, maintenance and
  repair.
• Principles and techniques used in interacting with troubleshooting
  skills for PC & Mac users
• Principles and practices of information systems as applied to a large
  and diversified public organization.
• Perform Software Installation, diagnostics, and repair.
• Network Analysis and Troubleshooting.
• Principles and practices of ITIL standards.
• Work cooperatively with users to provide basic direction and
  instruction with computer applications and systems.
• Maintain confidential data and information.
• Analyze problems; identify alternative solutions, project consequences
  of proposed actions.
• Communicate clearly and concisely, both orally and in writing.
• Analyze situations carefully and adopt effective courses of action.
• Operate and maintain Apple iOS and OSx hardware.
• Operate Windows based PC hardware and software.
• Exercise good judgment, flexibility, creativity, and sensitivity in
  response to changing situations and needs.
• Using SNOW to track, manage and resolve technical issues and
  service requests
• Using Jira to track, plan and manage tasks/projects
• Perform highly skilled and complex PC maintenance, repair, analysis
  and testing.
• Ensure compliance with and follow standard practices and
  procedures common to computer networking and information systems
  work.
• Establish, maintain, and foster positive and harmonious working
  relationships with those contacted in the course of work.
• Experience or Adaptability collaborating with end users in warehouse
  production environment and corporate office setting.
• Mentor and support Analyst I staff
• Help train and knowledge share with others
• Actively contributes to system-related projects and may lead small
  initiatives
• Handle escalated support requests from Level 1 analysts
• Contribute to IT knowledge base articles and internal documentation

EDUCATIONAL REQUIREMENTS:

• Associate's degree in information technology or related field or equivalent combination of education and experience.
• Comptia A+ certified or equivalent certification.
• Comptia Net+ certified or equivalent certification.

Knowledge Skills and ABILITIES:

• Excellent verbal and written communication skills
• Experience with handheld scanners, label printers, and other
  ruggedized equipment a plus.
• Experience in troubleshooting model issues
• Strong knowledge of Macintosh OS, Windows OS and MS Office
  products
• Strong troubleshooting skills
• Ability to stay calm in stressful situations, especially when dealing
  with demanding customers and/or upper management
• Ability to handle multiple competing priorities
• Ability to work with minimal supervision
• Ability to use discretion and confidentiality with access to sensitive
  data
• Ability to lift computer equipment, including monitors and printers,
  which may weigh up to 60 lbs.
• Experience troubleshooting and resolving WAN/LAN print related
  issues
• A strong dedication to quality customer service.
• Good analytical skills, attention to detail, consistent follow-through to
  assure problems are resolved and ability to respond to last minute
  requests.
• Responsible for all aspects of end-user PC provisioning including
  setup of hardware, software and peripherals.
• Diagnoses and resolves end-user network, VPN, WI-FI and local-area
  network access problems.
• Assists in creating documentation for self-service end-user support
  knowledge base.
• Helps install local area network cabling systems and equipment such
  as network interface cards, and switches.
• Assist in educating users on company IT related practices and
  policies.
• Experience with handheld scanners, label printers, and other
  ruggedized equipment a plus
• C-Lever or Executive staff is a plus.
• Ability to work out of any of the Fanatics offices as and when required