Overview

Continental Resources is a women-owned, family business that has been providing innovated IT solutions to business, government, and educational organizations for more than 50 years.

The System Analyst 2 will work with a team of managed services analysts, administrators, and engineers to deliver excellent support and management of our customers environments. They will field issues and requests escalated directly by customer IT personnel, end users, and monitoring tools. This role will have broad exposure across a range of network, server, virtualization, and security platforms, working issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly, and provide exceptional customer service.

Responsibilities

Operations:

Triage customer calls and tickets per specified severity levels

Attempt to resolve customer issues on their first call

Refer/ escalate customer calls to the appropriate level of support, as needed

Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations

Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors and storage systems

Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required

Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)

Perform account management services User Account creates/disables/terminations/name changes, etc

Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs

Distribute scheduled reports to customers as required

Supporting end users by diagnosing and resolving computer hardware, network, and application issues

Assist with cross training of other analysts, as needed

Perform other tasks as assigned by management Qualifications

Education and Training

High school diploma required; college degree strongly preferred

Relevant entry-level certifications strongly preferred: Google IT Support Professional

CompTIA A+, Network+, Security+

Microsoft MTA

ITIL v3 Foundation

Experience

2-5 years in a technical support role

Experience providing customer support

Experience in 24x7x365 Managed Services required

Experience using ITSM and Monitoring tool sets

Skills

Highly analytical thinker and troubleshooter

Detail oriented with excellent documentation and communication skills

Self-motivated, passionate about technology, with the desire to learn new things

Ability to use and troubleshoot Microsoft Windows, Office, and Office365

Foundational understanding of operating systems and servers, both physical and virtual

Experience working with active directory to perform basic tasks, such as user creation and password resets