Associate System Analyst

Description:

As an Associate System Analyst, you will play a key role in delivering reliable and responsive technical support to both internal teams and external partners. This position serves as a front‑line point of contact, helping ensure technology issues are resolved efficiently while maintaining a strong focus on customer experience.

In this role, you will investigate, analyze, and troubleshoot a wide range of technical issues by applying established procedures to identify root causes and implement effective solutions. You will collaborate closely with senior analysts and other IT teams, escalating complex or high‑impact issues when required, while continuing to own and track incidents through to resolution.

You will also be responsible for accurately documenting incidents, service requests, troubleshooting steps, and resolutions within the service desk system. This documentation supports knowledge sharing, continuous improvement, and consistent service delivery across the organization. The ideal candidate is detail‑oriented, customer‑focused, and eager to further develop their technical and problem‑solving skills within a collaborative IT environment.

Who You'll Work With

In this role, you will be a member of the Technology Services Division, reporting directly to the TSS Manager. As part of the Service Desk team, you will work closely to deliver timely and effective support, while partnering with senior technical specialists who assist with the escalation and resolution of more complex or high‑impact incidents.

You will collaborate daily with both internal and external end users across the organization, providing first‑level technical support and ensuring consistent, professional, and high‑quality service experience. Strong communication skills and a customer‑focused mindset are essential, as you will often serve as the primary point of contact for technology‑related issues and service requests.

Your work will also involve coordinating with other technology teams when incidents require cross‑functional support. This includes exposure to and collaboration across technologies such as Windows operating systems, hardware troubleshooting, Microsoft 365, Active Directory, SCCM, Azure, meeting room technologies (including Crestron and Microsoft Teams), mobile device management, and network troubleshooting. Through this collaboration, you will gain broad technical knowledge and contribute to the smooth operation and continuous improvement of enterprise IT services.

What You'll Do
 

• Provide first-level technical support to end-users via phone, email or in-person, and chat
• Troubleshoot hardware and software issues, network connectivity problems and peripheral equipment malfunctions
• Log all incidents and service requests in the service desk system and ensure timely closure of tickets
• Escalate complex incidents or requests to senior team members or other teams as required
• Evaluate and prioritize incidents based on impact and urgency, and take necessary actions to meet established service level agreements (SLAs)
• Install, configure and maintain hardware and software systems as required
• Create and maintain documentation related to service desk procedures, troubleshooting guides and end-user training manuals
• Participate in service desk projects and initiatives as required
• Provide end-user training on basic technology use and best practices
• Some project work is required
• Shift work covering the hours of on-site 7am-6pm with a rotating on-call weekend schedule
• As well other assigned duties.
• This position requires overtime/afterhours work on occasion.
   

What You'll Need
 

• Business, Computer Science or related degree or equivalent education works
• Minimum of 2 years of experience in a service desk or technical support role
• Excellent troubleshooting and problem-solving skills
• Strong customer service orientation and interpersonal skills
• Hands on experience with Desktops and Laptops, Windows OS, iOS, Microsoft Office Suite, O365, Active Directory Tools, SCCM, Group Policies, MS Teams, Meeting Room Technologies, Printer Hardware, VDI/VM, Mobile Device Management
• Knowledge of AZURE is preferred
• Experience with Active Directory and Exchange
• Ability to de-escalate tense customer situations, while proactively providing first class service
• ITIL Foundation certification preferred