Analyst, Technical Alignment

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

IT Solutions is a fast-growing Managed Service Provider specializing in high-end technology solutions for small and mid-market businesses. The Analyst, Technical Alignment is responsible for providing proactive IT support to clients, ensuring all technologies are functioning properly and reducing the need for reactive support.

Responsibilities

Adhere to our established Technology Alignment processes, procedures, and policies
Assist with client onboarding and offboarding procedures
Provide proactive IT support to clients, ensuring all physical and digital networks are operating smoothly without any interruptions
Monitor and remedy client infrastructure issues and alerts in a timely manner
Perform regular onsite proactive services that will reduce the need for reactive support
Perform regular checks for maintenance installation to ensure all systems are running smoothly
Document system reviews, recommendations, internal processes, and procedures
Escalate client issues to the Technology Alignment Team Lead if need be
Provide additional IT support to other departments as required
Participate in after-hours on call and/or on call escalation rotations as assigned
Other assignments as instructed by the Technology Alignment Team Lead
Attend regular internal/external meetings
All other duties and responsibilities as assigned by the Technology Alignment Team Lead

Skills

Post-secondary diploma or bachelor's degree in Computer Science or Information Technology; and/or 1-5 years of proven technical support experience
Any of the following professional IT certifications: Microsoft, Citrix, Sophos, Cisco, Comptia
Proven experience providing network administrative support
Previous experience working with VMware, Windows Servers, RMM, and PSA
Advanced MS Windows Server administrative skills and support skills
Experience in administering, managing, and troubleshooting patch management tools
Sound knowledge of backups and Disaster Recovery software and strategies
Experience with Datto BDR and VEAM
Excellent communication, interpersonal, and active listening skills
Professional, proactive, and personable telephone etiquette
Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries
Ability to solve problems independently, effectively, and efficiently
Ability to multi-task and work under tight deadlines
Ability to manage changing priorities effectively and efficiently
Strong team player spirit is a must
Must be willing to work in a hybrid working environment
Must be willing to attend the office or client worksites in-person when required
Previous experience working with a Managed service provider is an asset
Experience in creating custom scripts using Remote Management Tools, such as ConnectWise, Automate, or Datto will be an asset

Benefits

Comprehensive Group Benefits Program
Paid Holidays and Vacation
Company-paid life
Employee Assistance Program
Company-paid training, materials, and exams
Performance-based bonuses
Flexible/hybrid work arrangements

Company Overview

With 30 years of experience as a trusted managed services provider, we're your dedicated partner in navigating the complex world of technology, so you can focus on growing your business. It was founded in 1994, and is headquartered in Washington, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is https://www.itsolutions-inc.com/.

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