System Support Analyst

## System Support Analyst

Please make sure to complete all the questions in the application and continue through to the end in order to sign and submit it. Please note that this position is a hybrid, temp-to-hire opportunity.

**POSITION SUMMARY:**

The System Support Analyst is responsible for providing high-quality technical assistance to users, ensuring operational efficiency, and maintaining a seamless user experience. The successful candidate will manage ticket throughput, resolve issues at the first point of contact whenever possible, and provide detailed, accurate escalations to Level 2 and Development teams.

**DUTIES AND RESPONSIBILITIES:**

• Manage and resolve support tickets within established response time targets.
• Maintain high ticket throughput while ensuring quality is not compromised.
• Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume.

**Problem Solving & Technical Escalation**

• Perform deep-dive technical troubleshooting to identify root causes of system issues.
• Ensure all escalations to Level 2 or developments are accurate and comprehensive, including:
• Clear reproduction steps.
• Detailed impact analysis.
• Severity levels and relevant system logs.
• Testing enhancements and bugs for monthly releases.

**EQUIPMENT OPERATED/USED:** Computer, 10-key, fax machine, copier, printer, and other office equipment.
**SPECIAL EQUIPMENT OR CLOTHING:** Appropriate office attire.
## Qualifications
**QUALIFICATIONS REQUIRED.**
**Knowledge, Skills, and Abilities:**

• Contribute to the internal knowledge base by documenting new resolutions and common workarounds.
• Share technical insights with the team to improve collective problem-solving capabilities.
• Suggest system functionality improvements based on recurring user pain points.

**Performance Metrics**

Success in this role is measured against the following weighted categories

• Operational Efficiency (40%)
• Quality & User Experience (30%)
• Problem Solving & Escalation (20%)
• Knowledge Contribution (10%)

**Other Qualifications:**

• Proven experience in technical support or system analyst role.
• Strong troubleshooting skills and the ability to analyze system logs.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment with a focus on throughput and efficiency.

**Mental and Physical Requirements:** [see separate attachment for a copy of the checklist of mental and physical requirements]

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| **MENTAL AND PHYSICAL REQUIREMENTS** |

| **1. MENTAL EFFORT** a. Reasoning development: Follow one- or two-step instructions; routine, repetitive task. Carry out detailed but uninvolved written or verbal instructions; deal with a few concrete variables. Follow written, verbal, or diagrammatic instructions; several concrete variables. X Solve practical problems; variety of variables with limited standardization; interpret instructions. Logical or scientific thinking to solve problems; several abstract and concrete variables. Wide range of intellectual and practical problems; comprehend most obscure concepts. |

| b. Mathematical development: Simple addition and subtraction; copying figures, counting, and recording. Add, subtract, multiply, and divide whole numbers. X Arithmetic calculations involving fractions, decimals, and percentages. Arithmetic, algebraic, and geometric calculations. Advanced mathematical and statistical techniques such as calculus, factor analysis, and probability determination. Highly complex mathematical and statistical techniques, such as calculus, factor analysis, and probability determination, require theoretical application. |

| c. Language development: Ability to understand and follow verbal or demonstrated instructions; write identifying information; request supplies verbally or in writing. Ability to file, post, and mail materials; copy data from one record to another; interview to obtain basic information such as age, occupation, and number of children; and guide people and provide basic direction. Ability to transcribe dictation; make appointments and process mail; write form letters or routine correspondence; interpret written work instructions; interview job applicants. X Ability to compose original correspondence, follow technical manuals, and have increased contact with people. Ability to report, write, or edit articles for publication; prepare deeds, contracts or leases; prepare and deliver lectures; interview, counsel, or advise people; evaluate technical data. |

| **2. PHYSICAL EFFORT** |