IT Systems Analyst

Job DescriptionJob Description

Title: IT Analyst

Location: Charlotte, NC 28273

Hours: AM Shift

Job Summary:

The IT Systems Analyst provides Level 1 and 2 technical support for hardware, software, networking, and user issues across regional offices. This role ensures timely resolution of incidents to maintain business continuity while assisting with local IT infrastructure, including computers, mobile devices, peripherals, and Wi-Fi. The analyst also supports IT projects such as system upgrades, device rollouts, and infrastructure improvements.

Key Responsibilities:

• Provide technical assistance and support for local employees via incoming tickets, calls, walk-ups and emails.

• Provide new or replacement technology equipment (laptops, desktops, mobile devices, etc) to local employees

• Manage local systems infrastructure and assist network and cybersecurity teams in managing systems and processes for local employees

• Manage tickets and populate ticketing system

• Contribute to internal documentation and knowledge base

• Maintain accurate documentation and ensure compliance with IT policies.

• Resolve conflicts by identifying root causes, facilitating communication, and implementing effective solutions.

• Prioritize and manage service tickets to ensure timely resolution of critical issues while maintaining workflow efficiency.

Qualifications & Experience:

• Diploma or Bachelor’s degree in Information Technology, Computer Science, a related field or relevant combination of experience and IT related certifications

• Minimum 2–4+ years of experience in a technical support or IT analyst role

• Certification in the area of network management and troubleshooting, additional IT related certifications are a bonus

• Demonstrated experience providing Level 2 IT support and resolving escalated issues

• Hands-on experience in system deployments, imaging, and end-user onboarding

• Experience supporting multi-site or distributed office environments is

• Exposure to IT ticketing systems, asset management platforms and infrastructure monitoring tools

• Strong troubleshooting and analytical skills across hardware, software, and network issues

• Excellent interpersonal and communication skills for working with end-users and technical teams

• Ability to prioritize and manage multiple support tickets and technical tasks

• Sound judgment and decision-making skills when escalating or resolving complex issues

• Proficiency in documenting technical procedures and system changes

• Working knowledge of Windows operating system and Microsoft 365 platform

• Understanding of mobile device platforms (iOS, Android) and MDM solutions

• Knowledge of basic networking principles (TCP/IP, DNS, DHCP, etc) and demonstrable experience supporting and troubleshooting WiFi connectivity

• Experience working with and troubleshooting warehouse management platforms and associated hardware such as scanners and hand held printers

• Familiarity with Active Directory, Group Policy, and Office 365 administration

Additional Requirements:

• Basic understanding of IT infrastructure (servers, switches, routers, firewalls)

• Awareness of IT security best practices and user access controls

• Strong organizational and time management abilities

• Produce quality work (on-spec., on time, on budget) and take pride in your craft. 

• Participate proactively in the continuous improvement process.

• Be self-motivated with a positive attitude and the ability to multi-task.

• Work well within a team environment or independently.

• Strong problem-solving and analytical skills.

• Excellent organizational, interpersonal, and communication skills.

• Maintain a professional, clean and safe work area.

Company DescriptionStaffing AgencyCompany DescriptionStaffing Agency