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Systems Analyst

Why Work For RMM Solutions

RMM Solutions is an experienced value-added re-seller, who has been in business, as a profitable and progressive entity for over 24 years. We pride ourselves on our resources and ability to adapt to our customers changing needs, maintaining long and great relationships with our customers, both internally and externally. We are currently experiencing excellent growth and are seeking some very technically dynamic individuals to capitalize on the opportunities that our customers and partners are presenting us.

Our unique consultative approach is rare in an industry that tends to push product before fully understanding the complex needs and goals of the client. We go to great lengths to assess current IT environments, recommend both hardware and software solutions married perfectly to a business' aspirations, and then provide dependable and intelligent support to ensure that technology continues to serve its intended purpose, quietly yet powerfully. Our teams are specialized and trained in all our product offerings. While serving our clients, we strive to live out our core values of teamwork, character, service, attitude and professionalism, intertwining them in all aspects of our sales and service delivery, resulting in a terrific culture to be a part of.

Job Details

This successful candidate will be a self-starter with a positive can-do attitude, excellent troubleshooting methodologies and the desire to learn and improve his or her professional knowledge. The System Analyst must possess the ability to flourish in a fast-paced environment as well as have strong written and verbal communication skills, both internally and externally without various clients. Strong interpersonal skill and experience providing end-user support are essential for this position.

System Anaylists working together

Responsibilities/Duties

  • Provide end user support for computer hardware and software by telephone, email, chat and remote utilities
  • Utilize strong system and troubleshooting skills to ensure resolution of customer issues
  • Manage time effectively in order to meet performance criteria objectives while creating a positive customer experience
  • Respond and resolve to alerts, both proactive and reactive, generated by monitoring tools for client systems as per defined SLAs and procedures
  • Enter all required information and detailed notes in each service ticket worked including next steps, if necessary
  • Communicate with clients regarding ticket status and to confirm resolutions 
  • Escalate complex issues following the defined escalation procedures
  • Provide detailed knowledge transfer to others as needed
  • Maintain accurate records of customer information within internal systems
  • Maintain detailed technical documentation that reelects changes as they are made to the IT environment
  • Maintain accurate time keeping in ticketing and payroll systems
  • Communicate clearly and openly with Help Desk service coordinators and leadership, as well as the internal departments
  • Create and execute professional individual development plans (IDP)
  • All other tasks or responsibilities as assigned by leadership

Preferred Qualifications

  • Bachelor Degree
  • Associate degree/equivalent work experience will be considered
  • Ability to work outside normal office hours to undertake routine maintenance or resolve problems.

Physical Requirements

  • Ability to work inside (office) for long periods of time
  • Able to lift light weight (30lbs)
  • Frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone, and basic office equipment
  • While performing the duties of this job, the employee is regularly required to talk and hear
  • Ability to drive company owned or personal vehicle
  • Ability to effectively speak, read, and write English
  • Close, distance, peripheral, and color vision
  • Depth perception, and ability to adjust focus

Mental Requirements

  •  Reading, Writing, Calculating
  • Social interaction skills
  • Reasoning/Analysis
  • Works with minimal supervision
  • Ability to define problems, collect data, establish facts and draw valid conclusions

Travel Requirements

  •  Some travel required

 

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