Lead Technical Analyst

Help Desk - System Administrator

Job Description: System Administrator – with MSP Focus

Position Title: Lead Technical Analyst

Department: IT Operations

Reports To: Help Desk Manager

Employment Type: Full-Time

Overview:

We seek a versatile Lead Technical Analyst with experience in Managed Service Provider (MSP) operations and Helpdesk support. This role combines high-level system administration tasks with frontline helpdesk responsibilities, ensuring seamless IT operations and exceptional client support. The ideal candidate will excel at managing diverse IT environments, troubleshooting technical issues, and delivering excellent customer service to both internal and external stakeholders.

Key Responsibilities:

Helpdesk Support:

• Serve as the first point of contact for user support, resolving Tier 1-3 technical issues via phone, email, or ticketing system.
• Assist with hardware/software setups, password resets, and basic network troubleshooting.
• Serve as an escalation point for more complex issues as needed.
• Maintain accurate records of issues and resolutions in the ticketing system.

System Administration:

• Manage and maintain servers, workstations, and network infrastructure for multiple clients.
• Perform system updates, patches, and configurations across various environments.
• Ensure high availability and performance of IT systems and services.

Client Support & Management:

• Act as the primary point of contact for MSP-related technical issues.
• Provide Tier 2/3 support for escalated issues, ensuring timely resolution.
• Conduct regular system audits, generate client reports, and provide improvement recommendations.

Monitoring & Maintenance:

• Implement and manage monitoring tools to proactively identify and resolve potential issues.
• Oversee backup solutions and disaster recovery planning/testing.
• Maintain and update documentation for systems and client environments.

Security & Compliance:

• Implement and monitor cybersecurity measures to safeguard client environments.
• Ensure compliance with industry regulations and company policies.
• Perform vulnerability assessments and recommend mitigation strategies.

Collaboration & Projects:

• Collaborate with other IT staff to support, deploy and manage new technologies.
• Support client onboarding and offboarding processes, including IT infrastructure setup and decommissioning.
• Participate in MSP-related projects, including migrations, upgrades, and system integrations.

Expectations and Job Requirements:

• This hybrid position requires a proactive, self-motivated individual who can work independently and collaborate effectively with other MSP team members.
• Requires regular travel to and from client locations in and around the Dallas Ft. Worth area.
• Must be able to get ahead of and address situations impacting business operations or IT initiatives, ensuring minimal disruption through proper planning and communication.
• Strong technical aptitude is essential, focusing on both backend networks, user-facing systems, and interdependencies.
• The use of ticketing systems to track issues and projects is required, with an emphasis on coordination and clear communication with IT team members.
• Participate in a rotating on-call schedule, including after-hours and weekends.
• Regularly perform proactive system administration tasks, such as maintaining accounts, servers, and other IT assets using checklists and best practices.
• Perform other duties as assigned by the Help Desk Manager.

Qualifications:

Technical Skills:

• Experience with Windows Server, Active Directory, and Microsoft 365 administration.
• Knowledge of networking fundamentals (firewalls, VLANs, VPNs, routing, and switching).
• Familiarity with RMM (Remote Monitoring and Management) tools and PSA (Professional Services Automation) systems.
• Understanding of cloud platforms and SaaS solutions.
• Proficiency in troubleshooting standard Tier 1 hardware and software issues.

Experience:

• 5+ years of experience in an IT role, with at least 1 year in a helpdesk environment preferred.
• Experience working in an MSP or supporting multiple client environments.
• Exposure to cybersecurity best practices.

Certifications: (Preferred)

• CompTIA A+, Network+, or Security+.
• Microsoft Certified: Azure Administrator or similar.
• ITIL Foundation Certification is a plus.

Soft Skills:

• Excellent communication and interpersonal skills, with a customer-focused mindset.
• Strong problem-solving abilities and attention to detail.
• Ability to prioritize tasks and work effectively in a fast-paced environment.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision plans.
• Hybrid work option.
• Collaborative and supportive work environment.

Physical Requirements and Work Conditions:

• Must be able to lift and move up to 50 lbs., climb ladders, crouch and work safely around heavy equipment.
• A clean driving record and reliable transportation are required.
• We are an equal opportunity employer and welcome applications from candidates of all backgrounds.