IT Systems Analyst Job Description

Job Title: IT Systems Analyst
Classification: Exempt
Department: IT
Reports to: IT Manager

* This is an in person role located in Bowling Green KY *
Position Summary:
The IT Systems Analyst will be responsible for the low-level duties. Provides technical support and assistance to end-users, ensuring the smooth operation of hardware, software, and network systems. This role involves troubleshooting reported issues, resolving technical problems, and maintaining a high level of customer service.

Key Responsibilities:

• Help Desk Support
  • Respond to Helpdesk tickets and requests via email, teams, and over the phone.
  • Provide first level contact and troubleshoot user issues
  • Properly escalate unresolved queries to the next level of IT support
  • Troubleshoot hardware/software issues, escalating to higher support levels if necessary
  • Track, route, and redirect problems to correct resources
  • Walk users through problem solving steps to resolve issues
  • Follow up with users, provide feedback and see problems through to resolution
• Administrative Tasks
  • System user creation
  • PC set up
  • Software setup
  • Smart device deployment
  • Licensing assignment
• Maintain documentation for IT processes and procedures
• System Monitoring
  • Monitor and manage various infrastructure systems
  • Monitor and manage various enterprise business systems
  • Assist with troubleshooting critical IT systems as needed
• Projects
  • Work with other members of the infrastructure team and other departments on joint tasks and projects
  • Work with vendors and contractors to accomplish tasks and projects
• Assist with IT audits
• Other Duties
  • Work closely with other IT staff to accomplish IT goals
  • Help with site installation activities for infrastructure tasks
  • Excellent knowledge Microsoft Windows-based applications including Word, Excel, Outlook, and Adobe Acrobat
  • Perform other duties as required

Skills & Competencies:

• To succeed in this role, you should have a natural analytical way of thinking and be able to explain difficult concepts to non-technical users.
• Very good oral, written, and interpersonal communication skills; requires self-direction, tact, diplomacy, and a clear, courteous, and professional manner
• Ability to work in a team environment with a variety of professionals while also working independently, with minimal supervision.
• Ability to read and comprehend basic English
• Ability to follow instructions
• Self-starter, multi-task and detailed oriented, excellent computer and math skills
• Maintains a clean work area
• Must be familiar with databases

Education & Experience:

• Computer related college degree required
• Some Education requirements can be offset by work experience (industry or federal)
• Minimum of 2 years’ experience in IT field

Work Environment & Physical Requirements:

• Requires working in temperature extremes
• Observes all safety rules
• Requires occasional physical activity throughout shift (except breaks and lunch) such as walking, sitting, standing, bending, stooping, squatting, reaching, handling, near/far vision, pushing, pulling, carrying, and lifting objects weighing up to 50 lbs.