Position Title: Sr. Systems Support Analyst
Work Location: San Carlos, CA 94070
Assignment Duration: 12 Months
Work Arrangement: Onsite
 
Position Summary:

• Reporting to the Senior Manager or Associate Director of GTS IT Operations, the Senior Systems Support Analyst plays a critical role in enabling employee productivity by effectively managing and supporting enterprise infrastructure applications and services within the Infrastructure & Operations team.
• This position requires advanced expertise in troubleshooting, networking, security, and enterprise software support to ensure reliable and efficient technology operations across the organization.
• The Senior Systems Support Analyst provides high level technical support, manages escalated incidents, contributes to system design and optimization initiatives, and mentors junior team members.
• The ideal candidate demonstrates strong technical acumen, exceptional problem-solving abilities, and a commitment to delivering superior customer service while maintaining professionalism, discretion, and composure in a dynamic environment. 

 
Key Responsibilities:
General IT Support & Administration:

• Provide advanced troubleshooting and technical support for hardware, software, and network-related issues.
• Ensure system security and compliance with organizational policies.
• Manage IT projects related to system upgrades, migrations, and implementations.
• Collaborate with cross-functional teams to enhance IT support processes and user experience.
• Maintain IT documentation, procedures, and asset management.
• Provide training and guidance to junior IT staff and end-users.
• Offer on-site and remote assistance, and quickly and efficiently troubleshoot issues.
• Provide second and third-line IT support to employee issues escalated from our Service Desk.
• Administer and maintain IT systems, including cloud applications and enterprise software.

Incident Management & Troubleshooting:

• Diagnose and resolve hardware, software, and network issues on Windows, macOS, and mobile platforms.
• Troubleshoot and support enterprise applications, email, VPN, remote access, and collaboration tools (e.g., Microsoft 365, Zoom, Teams, etc.).
• Escalate complex issues to specialized IT teams while ensuring prompt resolution for executives.
• Maintain detailed documentation of incidents, solutions, and preventative measures.

Computer Skills:

• Windows 11, Office 365, AWS, SCCM, Intune, Mac OSX, JAMF, MDM, Azure, Active Directory.

Conference & Event Support:

• Support AV equipment, video conferencing, and hybrid meeting solutions.
• Provide on-demand IT assistance during presentations and high-profile meetings.
• Assist end users with best practices for effectively using IT solutions.

 
Qualification & Experience:

• Strong expertise in Windows OS and experience in macOS and iOS platforms.
• Hands-on experience with enterprise IT environments, including Active Directory, Microsoft O365, Exchange, OneDrive, SharePoint, Teams, and Zoom.
• Proficiency in troubleshooting network connectivity.
• Experience with AV technologies, video conferencing systems, and remote collaboration tools.
• Knowledge of mobile device management (MDM) solutions, encryption, and endpoint security tools.
• Excellent problem-solving and analytical skills with a keen eye for detail.
• Outstanding verbal and written communication skills with the ability to explain complex IT concepts to non-technical users.
• Ability to stay calm under pressure, handle urgent requests, and maintain strict confidentiality. Strong organizational and time-management skills, with the ability to prioritize tasks effectively.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 3-5+ years of experience in IT support, with a focus on executive/VIP support.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, Apple Certified Support Professional (ACSP), ITIL, or similar are preferred.
• Proven analytical and problem-solving abilities.
• Exceptional customer service skills.

 
Other Qualifications:

• Service Now or other ITSM tools.
• Standing or sitting for long periods may be necessary.
• Some lifting (greater than 50 pounds) may be necessary.
• Occasional travel between sites as needed.
• Occasional travel for off-site meeting support.
• This role may require after-hours support.
• On-site support is a requirement for this role.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 45.00/hr.