Job Title: IT Systems Analyst
Reports To: Manager, Technology Services
Department: Technology Operations
Location: Baltimore, MD
SUMMARY
Prometric Technical Services team is going through IT change and modernizing desktop managed devices and deployments. We are seeking individuals with excellent technical skillset and experience in working in a dynamic and busy IT environment. Candidate must have the ability to breakdown complex issues and can demonstrate excellent communication skills. IT Systems Analyst will play a crucial part and work as part of a Global Support Team to provide quality desktop and end user support for the Dundalk Office, remote users and Global locations. As a Systems Analyst, you will play a key role in this by collaborating across all teams and technologies and providing remote support and desk side IT support. The IT analyst must demonstrate as a self-starter and ability to independently resolve problems.
DUTIES & RESPONSIBILITIES
- Provide level 1 and level 2 end user support. Including but not limited to physical and virtual machines, W10 & W11 OS and iOS operating systems, office365, licensing, VPN, software upgrades and asset management.
- Familiar with software management and pushing software updates and patches to all corporate machines.
- Security and Windows Patch Management for Corporate Devices
- Demonstrate Best practices for Mobile Device Management
- Support and manage full Office 365 stack, having proven experience in Active Directory and Azure Active Directory
- Manage ticket Q and collaborate effectively with other team members and wider IT teams to resolution
- Monitor, update and resolve all end user peripherals including Print Server issues & teams rooms conference systems.
- Collaborate with wider teams on Network Issues and Systems Engineering teams for resolution.
- Engaging with 3rd party vendors.
- Software and Peripheral Installation and management, attention to detail key
- Always looking to find solutions to enhance user experience and system process
- Mobile Device Management
- Hardware upgrades for workstations
- Communicate effectively with co-workers and outside representatives.
- Prepare and update KB articles for technical team and user community
- Assist with office moves
- Collaborate with wider IT teams
- Perform other duties as defined by the Manager of Technical Services
QUALIFICATIONS & EXPERIENCE
- Bachelor's degree in computer science, Business Information Systems, or equivalent
- MCDST (Microsoft Certified Desktop Support Technician) Certification or higher-level Microsoft certification is preferred.
- Must have experience in Microsoft Endpoint Management, Microsoft Autopilot, JAMF iOS device management
- Proven experience with Patch Management.
- Aware of current IT trends and best practices
- Experience with virtualization. Windows 365 & Azure VDI beneficial
- Must have proven experience with Active Directory, Microsoft Azure and Microsoft Entra
- Must have W10, W11 and iOS experience.
- MDM - Mobile Devise Management and JAMF Management - Intune experience beneficial
- PowerShell and scripting
- Familiar with Microsoft Power Family
- Effectively demonstrate technical troubleshooting
- Office 365 & SharePoint support and administration
- Advanced technical installation and troubleshooting experience
- Effectively demonstrate ability to perform effectively in a fast-paced environment.
- Ability to maintain high quality work including ticket count and project work
- Experience in the use of Ivanti (LANDesk), SCCM & Intune
- The awareness and determination to upskill, learning of new technologies and aware of current trends and technology.
- Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs.
Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.