System Support Analyst

The System Support Analyst is responsible for providing technical support, troubleshooting, and maintenance for organizational systems and applications. This role ensures the reliability, security, and optimal performance of IT infrastructure by resolving user issues, performing routine system checks, and collaborating with IT teams. The ideal candidate will possess strong analytical skills, technical expertise, and a commitment to delivering excellent user support in a fully remote environment.

Key Responsibilities:

Provide first- and second-level technical support for users, addressing system, application, and hardware issues remotely.

Monitor system performance, conduct regular maintenance, and escalate complex issues to senior IT staff as necessary.

Troubleshoot and resolve incidents related to software, network connectivity, authentication, and peripheral devices.

Document and track all support activities, issues, and resolutions using a ticketing system.

Collaborate with IT teams to implement system upgrades, patches, and enhancements.

Assist with onboarding and offboarding users, including account setup and permissions management.

Maintain and update technical documentation, user guides, and knowledge base articles.

Ensure compliance with organizational security policies, procedures, and industry regulations.

Participate in regular team meetings, training, and process improvement initiatives.

Provide clear and effective communication to users regarding issue status and resolution.

Qualifications:

An associate's or bachelor's degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., CompTIA A+, Network+, Microsoft, ITIL) are a plus.

2+ years of experience in IT support, system administration, or a similar technical role.

Proficiency with operating systems (Windows, macOS, Linux), productivity software, and remote support tools.

Strong troubleshooting skills and the ability to diagnose and resolve technical issues efficiently.

Excellent organizational, documentation, and communication skills.

Ability to work independently and manage multiple tasks in a remote setting.

U.S. residency is required; applications from outside the United States will not be considered.

Compensation and Benefits:

Annual Salary Range: $58,000 – $75,000, based on experience, education, and location within the U.S.

Benefits Package:

Comprehensive health, dental, and vision insurance

401(k) retirement plan with employer match

Paid time off (vacation, holidays, sick leave)

Professional development and certification support

Flexible remote work arrangements

Employee wellness and assistance programs