The IT Systems Analyst is a technology versatilist able to apply a depth of skill to new and existing processes, systems, and infrastructure related to global IT. They will perform implementation, maintenance, and asset management tasks as well as assist in system design. This role will provide oversight and receive escalations from Junior Staff as well as support and escalate to Senior Team members where required. This position will keep abreast of new technologies and continuously explore opportunities to find efficiencies and improve process.
Help Desk Support
- Oversee helpdesk activities, provide guidance, peer mentoring, and backup coverage to Helpdesk Analyst.
- Provide advanced support, troubleshooting, and resolution to end users via excellent communication skills, remote sessions, and/or other support tools.
- As a technology subject matter expert, provide advice, guidance, knowledge transfer, and staff training sessions.
System Support and Design
- Analyze, evaluate, coordinate, implement, manage, and support the day-to-day maintenance of all IT hardware and systems as directed by line manager and Senior Staff in accordance with departmental standards.
- Escalate extremely complex matters and collaborate with engineering team when required.
- Manage all end user computing device deployments and lifecycle.
- Support the Infrastructure Team in the implementation and management of various solutions and technologies.
- Perform administration activities of network accounts following departmental procedures and security protocols.
- Ensure system reliability through maintaining and implementing infrastructure best practices (e.g., redundancy, backups, security, anti-virus, firewalls).
- Conduct research into emerging technologies and software products to help ensure optimal use of available technologies corporately.
Documentation
- Responsible for documenting procedures, problems, and their resolutions.
- Create both end user and IT support guidance documents for publication to knowledge base.
Qualifications
- Minimum qualifications: 4 - 6 years of related experience and Post-secondary certificate/diploma (College, Training Institute, etc.).
- Preferred qualifications: 7 – 9 years of related experience and (Honors) Bachelor’s degree.
Additional Knowledge / Skills
- Network and security experience plus a degree/diploma in Computer Networking, Information Technology, Computer Science, or equivalent combination of education and experience. Preferred skills and certifications include Cisco certifications (CCNA, CCNP, CCIE), Security certifications (SSCP, CompTIA Security+), and in-depth knowledge of AWS and/or Azure administration. Hands-on experience with equipment from HP, Fortinet, or Cisco is also preferred.
- Working knowledge of AWS and/or Azure administration, Windows and Linux Operating systems, and ITIL framework.
Working Conditions
- Regular office hours.
- 24/7 on-call rotation required. Physical office presence will be required for hands-on activities.
- *Accommodations for job applicants with disabilities are available upon request.
$83,500 - $139,000 a year
+Bonus
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