Senior Systems Support Analyst

Job Summary The Senior Systems Support Analyst provides advanced technical support to ensure the reliability, security, and performance of enterprise infrastructure and applications. This role manages escalated incidents, supports system administration and optimization initiatives, and mentors junior team members. The ideal candidate combines strong technical expertise with excellent problem-solving skills and a commitment to high-quality customer service in a dynamic environment. Responsibilities • Deliver advanced troubleshooting for hardware, software, networking, and enterprise applications across Windows, macOS, and mobile platforms. • Administer and maintain enterprise systems, cloud services, and collaboration tools (e.g., Microsoft 365, Teams, Zoom). • Manage escalated incidents, document resolutions, and coordinate with specialized IT teams as needed. • Support IT projects, including system upgrades, migrations, and new technology deployments. • Ensure compliance with security policies and maintain accurate IT documentation and asset records. • Provide on-site and remote support, including second- and third-line assistance and executive/VIP support. • Support AV systems and video conferencing for meetings and events, offering real-time technical assistance. • Mentor junior IT staff and provide end-user training when necessary. Qualifications • Associate’s or Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience. • 3–5+ years of IT support experience, including executive/VIP support. • Preferred certifications: CompTIA A+, Microsoft Certified (Modern Desktop Administrator), ACSP, ITIL, or similar. • Strong proficiency in Windows OS; experience with macOS and iOS. • Hands-on experience with Active Directory, Azure, Microsoft 365, Exchange, SharePoint, Teams, Zoom, and related enterprise tools. • Familiarity with SCCM, Intune, JAMF, AWS, and MDM solutions. • Willingness to travel between sites and provide after-hours or on-site support as needed.