**General Description:** Reporting to the Associate Director, GTS Operations Lead North America, the Senior Systems Support Analyst plays a critical role in enabling employee productivity by effectively managing and supporting enterprise infrastructure applications and services within the Infrastructure & Operations team. This position requires advanced expertise in troubleshooting, networking, security, and enterprise software support to ensure reliable and efficient technology operations across the organization. The Senior Systems Support Analyst provides high-level technical support, manages escalated incidents, and contributes to system design and optimization initiatives. The ideal candidate demonstrates strong technical acumen, exceptional problem-solving abilities, and a commitment to delivering superior customer service while maintaining professionalism, discretion, and composure in a dynamic environment. **Key Responsibilities:** **General IT Support & Administration:** + Provide advanced troubleshooting and technical support for hardware, software, and network-related issues. + Ensure system security and compliance with organizational policies. + Manage IT projects related to system upgrades, migrations, and implementations. + Collaborate with cross-functional teams to enhance IT support processes and user experience. + Maintain IT documentation, procedures, and asset management. + Provide training and guidance to junior IT staff and end-users. + Offer on-site and remote assistance, and quickly and efficiently troubleshoot issues. + Provide second and third-line IT support to employee issues escalated from our Service Desk. + Administer and maintain IT systems, including cloud applications and enterprise software. **Incident Management & Troubleshooting:** + Diagnose and resolve hardware, software, and network issues on Windows, macOS, and mobile platforms. + Troubleshoot and support enterprise applications, email, VPN, remote access, and collaboration tools (e.g., Microsoft 365, Zoom, Teams, etc.). + Escalate complex issues to specialized IT teams while ensuring prompt resolution for executives. + Maintain detailed documentation of incidents, solutions, and preventative measures. **Customer Service :** + Demonstrate professionalism, empathy, and active listening during all user interactions. + Maintain a positive, solutions-oriented mindset when supporting employees at all levels, including executives. + Communicate clearly, using accessible, non-technical language to guide users through issues. + Set accurate expectations regarding timelines and next steps, and ensure timely follow-up. + Prioritize user impact when triaging and escalating incidents. + Deliver consistent, high-quality service in fast-paced or high-pressure situations. + Build trust with business stakeholders by demonstrating reliability, ownership, and accountability. + Seek feedback and identify opportunities to improve the overall user experience. + Maintain composure and professionalism when handling challenging or urgent requests. + Serve as a role model for customer-centric behavior within the IT Operations team. **Computer Skills:** + Windows 11, Office 365, AWS, SCCM, Intune, Mac OSX, JAMF, MDM, Azure, Active Directory. **Conference & Event Support:** + Support AV equipment, video conferencing, and hybrid meeting solutions. + Provide on-demand IT assistance during presentations and high-profile meetings. + Assist end users with best practices for effectively using IT solutions. **Education/Certifications/Experience:** + Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). **Required Qualifications & Skills** + BS Degree with 4+ years of experience in IT support, with a focus on executive/VIP support. + Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, Apple Certified Support Professional (ACSP), ITIL, or similar are preferred. + Proven analytical and problem-solving abilities. + Exceptional customer service skills **Technical Skills:** + Strong expertise in Windows OS, macOS, and iOS platforms. + Hands-on experience with enterprise IT environments, including Active Directory, Microsoft O365, Azure, Intune, SCCM, Exchange, OneDrive, SharePoint, Teams, and Zoom. + Proficiency in troubleshooting network connectivity, + Strong expertise with AV technologies, video conferencing systems, and remote collaboration tools. + Knowledge of mobile device management (MDM) solutions, encryption, and endpoint security tools. **Soft Skills & Professionalism:** + Excellent problem-solving and analytical skills with a keen eye for detail. + Outstanding verbal and written communication skills with the ability to explain complex IT concepts to non-technical users. + Ability to stay calm under pressure, handle urgent requests, and maintain strict confidentiality. + Strong organizational and time-management skills, with the ability to prioritize tasks effectively. **Other Qualifications:** + Experience with Service Now or other ITSM tools. **Travel, Physical Demands, and Work Environment:** + Standing or sitting for long periods may be necessary. + Some lifting (greater than 50 pounds) may be necessary. + Occasional travel between sites as needed. + Occasional travel for off-site meeting support. **Work Environment & Additional Details** + This role may require after-hours support. + On-site support is a requirement for this role. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.