Job description

This role is required to be in office and based in Rochester, NY The role of Associate IT Systems Analyst is to provide end user IT basic administration and support for staff and contractors across all regions and assisting with IT Operational tasks to maintain a high level of service continuity. Through our existing IT ticketing system you will be responsible for efficiently dealing with end user issues and requests raised by staff, these include but not limited to; building end users workstations, resolving configuration issues, administrating user account, installing software, fulfilling requests for permissions changes, supporting office peripheral equipment, helping users with Office 365 products and networking issues. Through on the job and focused training, develop knowledge of the systems used and how to efficiently support them. Responsibilities: • Provide first line support and resolves problems to the end user’s satisfaction • Monitor, managing and communicate with end users, prioritizing tickets based on FIFO and priority level • Investigate issues, research solutions, implement and document within ticketing system • Understand standard desktop environment, seek ways to improve and raise for reviews • Document internal procedures through the Support Wiki • Assists with onboarding of new users which includes basic guidance and training where required • Install, test and configure new workstations, peripheral equipment and software • Maintains inventory of all equipment, software and software licenses • Reports issues to the service desk for escalation • Manage changes, moves, adds, deletions for Users and Computers within Active Directory • Perform timely workstation hardware and software upgrades as required • Apply patches to workstations and servers during agreed maintenance windows • Validate overnight tasks and investigate where failures are reported • Investigate common tickets and seek ways to reduce or remove repeating ticket types • Tracking recurring costs related to client applications, reporting and advising of changes. • Support monitoring of services using current tools and be alert to issues and reactive to problems Education: • Associate degree in Systems Administration, IT related program preferred. An equivalent combination of education and experience will be considered. Experience and Training: • Preferable, 1 years’ related experience in IT, or Helpdesk role • Experience using Microsoft 365 suite of services including SharePoint Online Technical Knowledge: • Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint) suite and administrative tools • Basic understanding of TCP/IP networking • Working knowledge of Microsoft Windows client and server platforms • Investigate and resolve mindset • Completer finisher approach to tasks • Strong written and verbal communication skills in English • Ability to work both independently with minimal supervision, and as part of a team • Security-oriented mindset • Patient and calm when dealing with end users. Able to communicate concisely and competently, handling matters with the appropriate level of judgement and sensitivity Benefits • Medical, Dental, Vision, Short Term Disability, Long Term Disability, Life Insurance, 401k • Competitive Family Care Leave Package • Team Building Budget and Employee Events • Volunteer Day Calero is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. The salary for this role is $50,000 to $62,000. It is important to Calero that potential candidates for this position understand that compensation depends on numerous factors including the geographic location where the role will be performed, skills required, experience, complexity, travel, and market rate. Calero aims to reward performance and attract top talent with competitive, fair pay and benefits. Please note that the top of the salary range represents exceptional, and/or senior-level positions, that meet all required qualifications. Actual offers take candidate’s knowledge, skills, abilities, and experience into account. Base Pay is just one component of the total compensation package for employees. Other rewards vary by position and location.

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