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Job Summary
As an Information Systems Analyst, you will contribute to process documentation and ticket management in ServiceNow, troubleshoot network and device connectivity, and collaborate with other IT teams and service providers to resolve issues quickly and maintain operational excellence.
Responsibilities
- Respond to support tickets and monitor progress of application tickets with Business Analyst teams.
- Ensure applications are accessible and functioning properly.
- Execute operating system installations and configurations.
- Create and maintain user accounts in Active Directory and Azure AD/Entra ID, including groups, licenses, and access policies.
- Provide basic support for Azure Virtual Desktop.
- Open, categorize, and track tickets using the ServiceNow IT Service Management platform.
- Configure company mobile phones and corporate printers using Universal Print/Print Services.
- Prepare IT process documentation and update Knowledge Base articles in ServiceNow.
- Create users in Property systems.
- Partner with other IT teams to identify network failures and document issues for resolution.
- Open tickets with service providers and third parties.
- Configure telephone extensions (e.g., extension changes, display names, positions).
- Participate in weekend on-call rotations in accordance with the team’s schedule.
- Support and troubleshoot Lenovo and Dell hardware (notebooks, desktops, docking stations, monitors).
- Assist users with Microsoft 365 tools (Teams, Outlook, SharePoint, OneDrive) and Multi-Factor Authentication setup.
- Support BitLocker encryption (recovery keys, basic troubleshooting).
- Perform basic Microsoft Intune actions such as device sync, retire, and wipe.
- Maintain accurate inventory for computers, accessories, and peripherals.
- Support users with basic network troubleshooting (Wi-Fi, cabling, VLAN identification, connectivity).
- Other duties as assigned.
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Qualifications
- Bachelor’s degree required, with a concentration in Information Technology or a related field preferred.
- A minimum of 3-5years of IT support or end-user services experience required.
- Knowledge of Microsoft Office applications, especially Outlook.
- Knowledge of Active Directory and a basic understanding of Microsoft Exchange.
- Familiarity with networking infrastructure (hardware, software, Microsoft networks).
- Experience supporting Lenovo and Dell hardware.
- Advanced or fluent English language skills required; Spanish proficiency preferred.
- Experience with ServiceNow for ticketing, incident management, and knowledge articles.
- Ability to follow up with internal and external customers and vendors.
- Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.
- Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
- Strong organizational skills; ability to accomplish multiple tasks within agreed timeframes through effective prioritization in a fast-paced environment.
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