System Analyst

About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member's performance objectives as outlined by the Team Member's immediate Leadership Team Member.

L1/L2/ System Analyst -Tech-Support Profile

Functional Knowledge, Skills, and Competencies:

Minimum 3-7 years' technical support experience.

Excellent verbal and written communication skills as well as interpersonal skills with the ability to clearly communicate issues and problem resolutions to maintain excellent working relationships with customers and partners. Customer focused and team oriented.

• L1 and L2 Desktop Support up-to Client Level including Hardware, Software and Networking Problems.
  Sound knowledge of basic concepts of networking, TCP/IP, and LAN troubleshooting
• Work knowledge on ISO 27001, Compliance documentation and Audit preparation.
• Good understanding in Active Directory, DNS, DHCP and Information Security Routing protocols.
• Knowledge of Windows 10, and Windows Server OS 2012 & 2016, MS SQL, MySQL, IIS and preferably Macintosh and Linux.
• Knowledge in Antivirus, VPN, endpoint security applications, desktop applications, office suit, O365
• Knowledge in cloud – Azure, AWS, Virtual desktops etc
• SIEM, Desktop & Server OS hardening are added advantages
• Able to follow documented issue resolution procedure
• Any certifications like MCP/CCNA, ITIL would be an added advantage.
• Highly organized and able to work on own initiative to complete the range of tasks required.
• Flexible and willing to work outside core business hours as required.
• Able to resolve issues proactively and independently, yet also function well within a team.
• Previous experience with Customer Relationship Management Systems – Help desk tools.
• Willingness to work in night shift.
• Ability to provide support over phone for WFH users

Key Responsibilities:

• Processing the queue of managed support tickets
• Handle Compliance activities and assist in Audit
• Diagnosing and resolving faults
• Desktop/Laptop on-site and phone support, Printer/Fax support, Backup system support, Updating current infrastructure.
• Configuring& troubleshooting of LAN setup.
  Installation & troubleshooting of Local and Network printer.
• Deploying new equipment, movement, Assign & Change.
• Technical consultancy regarding changes to existing products.
• Build and test new managed hardware devices.
• Co-ordinate the deployment of managed hardware devices with customers and internal stakeholders
• Co-ordinate with vendors for support.
• Mentoring and supporting other engineers in the team.
• Able to identify and make recommendations for improvements to processes.
• Providing a role model for others in the team through professional behavior and technical expertise
• Delivery of select improvement or consultancy requests.
• Troubleshoot and resolve incidents (Hardware and Software) related to desktop and associated peripherals.
• Monitor daily backups.
• Provide support over phone call for WFH users

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member's function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.