IT Systems Analyst

Job Title:                           IT Systems Analyst

Reports To:                      Manager, Technology Services 

Department:                    Technology Operations

Location:                          Nottingham, MD

SUMMARY

Prometric Technical Services team is going through IT change and modernising desktop managed devices and deployments.  We are seeking individuals with excellent technical skillset and experience in working in a dynamic and busy IT environment.  Candidate must have the ability to breakdown complex issues and can demonstrate excellent communication skills.   IT Systems Analyst will play a crucial part and work as part of a Global Support Team to provide quality desktop and end user support for the Dundalk Office, remote users and Global locations.  As a Systems Analyst, you will play a key role in this by collaborating across all teams and technologies and providing remote support and desk side IT support.   The IT analyst must demonstrate as a self-starter and ability to independently resolve problems.  

DUTIES & RESPONSIBILITIES

• Provide level 1 and level 2 end user support. Including but not limited to physical and virtual machines, W10 & W11 OS and iOS operating systems, office365, licensing, VPN, software upgrades and asset management.
• Familiar with software management and pushing software updates and patches to all corporate machines.
• Security and Windows Patch Management for Corporate Devices
• Demonstrate Best practices for Mobile Device Management
• Support and manage full Office 365 stack, having proven experience in Active Directory and Azure Active Directory
• Manage ticket Q and collaborate effectively with other team members and wider IT teams to resolution
• Monitor, update and resolve all end user peripherals including Print Server issues & teams rooms conference systems.
• Collaborate with wider teams on Network Issues and Systems Engineering teams for resolution.
• Engaging with 3^rd party vendors. 
• Software and Peripheral Installation and management, attention to detail key
• Always looking to find solutions to enhance user experience and system process
• Mobile Device Management
• Hardware upgrades for workstations
• Communicate effectively with co-workers and outside representatives.
• Prepare and update KB articles for technical team and user community
• Assist with office moves
• Collaborate with wider IT teams
• Perform other duties as defined by the Manager of Technical Services

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in computer science, Business Information Systems, or equivalent
• MCDST (Microsoft Certified Desktop Support Technician) Certification or higher-level Microsoft   certification is preferred.
• Must have experience in Microsoft Endpoint Management, Microsoft Autopilot, JAMF iOS device management
• Proven experience with Patch Management.
• Aware of current IT trends and best practices
• Experience with virtualization.  Windows 365 & Azure VDI beneficial
• Must have proven experience with Active Directory, Microsoft Azure and Microsoft Entra
• Must have W10, W11 and iOS experience. 
• MDM – Mobile Devise Management and JAMF Management – Intune experience beneficial
• PowerShell and scripting
• Familiar with Microsoft Power Family
• Effectively demonstrate technical troubleshooting
• Office 365 & SharePoint support and administration
• Advanced technical installation and troubleshooting experience
• Effectively demonstrate ability to perform effectively in a fast-paced environment.
• Ability to maintain high quality work including ticket count and project work
• Experience in the use of Ivanti (LANDesk), SCCM & Intune
• The awareness and determination to upskill, learning of new technologies and aware of current trends and technology.
• Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs.