IT Systems Support Analyst - Richardson, TX

The Systems Support Analyst is an IT professional responsible for analyzing, designing, and improving the systems, automation, and security controls that keep the organization’s technology environment reliable and secure. This individual will apply independent judgment to diagnose complex and recurring problems, design and implement solutions, develop scripts and deployment packages, lead security remediation and vulnerability management, and recommend improvements to IT infrastructure. The position serves as the Tier 3 escalation point for the help desk team and as a technical lead on IT projects.
 

             Essential Job Functions:

· Analyze business and user requirements and the existing IT environment to design, test, and implement solutions for endpoints, servers, applications, and network services. Evaluate alternatives and recommend technologies, configurations, and standards.

· Mentor and coach lower-level help desk technicians through technical guidance, knowledge sharing, and training on troubleshooting methods, tools, and documentation, helping them build skills and resolve escalated issues.

· Utilize Microsoft Intune to design, write, test, and modify scripts and automation workflows to deploy software packages, updates, patches at scale and to automate provisioning, imaging, and routine administration.

· Develop and maintain image deployment and software packaging standards used for new computer provisioning.

· Assist with security remediation and vulnerability management: analyze scan results, assess and prioritize risk, design remediation plans, and direct their implementation. Recommend and configure endpoint protection and patch management controls.

· Participate in IT audits, analyze findings, and develop corrective actions to ensure adherence to cybersecurity protocols and regulatory requirements.

· Serve as the Tier 3 escalation point for complex, high-impact, or recurring incidents. Perform root-cause analysis, develop permanent fixes, and recommend changes that prevent recurrence. Provide technical guidance to help desk staff with escalated issues.

· Administer, configure, and optimize the platforms that support IT operations, including Active Directory, Office 365, MFA, VPN, endpoint management, asset management, and the service desk system.

· Configure and design business communication systems, including phone services, phone applications, and business/user call flows, and resolve advanced telecom issues.

· Provide technical input on IT projects, including hardware/software upgrades, migrations, network optimizations, efficiencies, and security enhancements.

· Define monitoring approaches and analyze system performance trends to identify and address potential issues before they affect users or business operations. Recommend and implement system optimizations.

· Research and evaluate emerging products, services, protocols, and standards in support of operational and security initiatives, and recommend hardware, software, and vendor solutions. Work with third-party support and vendors on complex issues.

· Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.

· Serve as a trusted technical consultant for executive-level and high-priority needs, communicating options, progress, and resolutions for non-technical audiences.

· Develop and maintain technical standards, procedures, configuration documentation, and run books that support consistency and knowledge sharing.

· Meet key objectives such as system uptime, vulnerability remediation targets, project delivery, automation improvements, and customer satisfaction.

· Provides after-hours/weekend support as needed.

· May occasionally assist with user setups and terminations, equipment replacement or repair, and purchasing requests as business needs require.

Minimum Qualifications:

• 5+ years, including experience with scripting/automation or security remediation
• Bachelor’s degree in information technology, Computer Science, or a related field preferred, or combination of work experience and college
• COMPTIA A+, Network+, Security+, or equivalent IT certification(s) preferred

• Systems Analysis & Design: Knowledge of and ability to analyze requirements, evaluate alternatives, and design and implement IT solutions for endpoints, servers, applications, and network services.
• Scripting & Automation: Ability to design, write, test, and modify scripts (e.g., PowerShell) and to use remote management and deployment tools for software packaging, enterprise-wide application delivery, and image deployment.
•  Information Security Management: Knowledge of the processes, tools and techniques of information security management, including vulnerability management (e.g., Rapid7), patch management, and endpoint protection; ability to lead remediation and ensure compliance with IT security standards and regulations.
• Technical Troubleshooting & Root-Cause Analysis: Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, analyze, and permanently resolve complex technical (hardware, software, application or operational) problems.
• Systems Administration: Experience with Windows-based environments, Active Directory, and Office 365; administration of MFA (e.g., Duo), VPN (e.g., FortiClient), and asset/endpoint management and mass software deployment (e.g., NinjaOne).
• Help Desk Platform Administration: Knowledge of service desk platform administration, reporting, and SLA configuration (e.g., ManageEngine Service Desk Plus).
• Telecom Systems: Knowledge of telecom systems, including phone services, mobile applications, and call flow configuration. (8x8)
• Project Execution: Knowledge of and ability to plan and carry out projects with a high degree of independence, including hardware/software upgrades, migrations, efficiencies, security, and business objectives.
• Communication: Excellent written and verbal communication skills, including the ability to explain technical issues to executive users and to prioritize and manage multiple tasks and projects effectively.