System Support Analyst

System Support Analyst

This position works closely with our internal IT department and our Help Desk to manage our internal servers and take 2nd and 3rd level calls from our Help Desk.

The Support Analyst will work in conjunction with the service desk to provide remote tech support and systems admin services for PDS managed service clients. In addition, this role will also provide local support and administration of client infrastructure housed within PDS facilities. All work will be performed from PDS’ facilities located in Madison, Wisconsin.
Duties of this position include:
Provide superior customer service over the phone to PDS clients, field personnel, and internal departments.Provide complete and thorough documentation for all support calls.Manage escalations from the Service Desk to timely resolution.Remotely monitor and administer the Microsoft Windows server OS, collaboration products, and Cisco networking infrastructure of PDS clients.Remotely troubleshoot and resolve incidents involving the Microsoft Windows Server OS, collaboration, and Cisco networking infrastructure of PDS clientsEngage and work with appropriate level 3 support resources (vendor, service provider, client personnel, etc.) to troubleshoot and resolve incidents when appropriate.Dispatch incidents to the field support engineering team when remote resolution is deemed inappropriate or impossible.Keep the service desk informed of status, progress and delays on open incidents so the desk can inform the client.Perform local (PDS facilities) data center administrative tasks such as tape backups. *Assist with the creation, maintenance, and management of client configuration documentation.Provide input to the development and / or enhancement of PDS tech support- and systems admin-related processes.Provide feedback to appropriate members of the PDS management team regarding potential tool and / or process enhancements.Participate in regular staff meetings and communicate relevant information.Stay abreast of changes and maintain appropriate skills and certifications in your area of specialization.
Affirmative/Equal Employment Opportunity employer
REQUIREMENTS


Seeking candidates with the following experience:
Customer service experience in a support environment.Tech support and systems administration experience in Microsoft, Cisco and Novell environments.Application troubleshooting and administration experience in *Microsoft collaboration products and tools (Exchange, SharePoint Portal Services, Live Communications Server).Experience configuring and using systems monitoring tools to manage availability of Wintel servers and Cisco Networks.Experience configuring, using and testing patch management tools in a Wintel environment.Basic to intermediate experience configuring and using automated network discovery tools.Ability to perform root-cause analysis.Ability to develop and maintain system configuration documentation.