Job Description

Tenure: Full-Time

Location: Charlotte, NC

Pay Range: $60,000 – $65,000 annually (+ other benefits)

Job Summary

The IT Systems Analyst plays a critical role in delivering and maintaining reliable, secure, and efficient IT services across the organization. This role provides both Level 1 and Level 2 technical support for regional offices and acts as an escalation point for technical issues. The analyst is responsible for resolving a wide range of hardware, software, networking, and user-related technical incidents to ensure minimal downtime and strong business continuity.

In addition to end-user support, the IT Systems Analyst supports the administration and maintenance of local IT infrastructure, including computer systems, mobile devices, peripherals, and networking components. This role also contributes to IT projects, such as system upgrades, device rollouts, and infrastructure improvements.

The position requires regular travel to regional head offices within a two-hour radius for onsite support and deployment activities. Flexibility, strong communication skills, and collaborative teamwork are key to success in this role.

Key Responsibilities

• Provide technical support to local employees via tickets, calls, walk-ins, and emails.
• Set up and replace technology equipment, including laptops, desktops, and mobile devices.
• Manage local systems infrastructure in collaboration with network and cybersecurity teams.
• Maintain and update IT ticketing systems.
• Contribute to internal documentation and knowledge base development.
• Serve as an escalation point for complex support issues.
• Coordinate with IT team members to ensure timely and effective support across all sites.
• Support the deployment of systems and upgrades at regional locations.
• Troubleshoot Wi-Fi, hardware, and application-related issues.
• Provide input and recommendations for improving IT processes and tools.

Qualifications & Skills

Education & Certifications:

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field
• Relevant certifications in network management and troubleshooting preferred

Experience:

• 2–4+ years of experience in a technical support or IT analyst role
• Experience providing Level 2 support and managing escalated issues
• Experience with system deployments, imaging, and onboarding
• Familiarity with multi-site or distributed office environments

Technical Skills:

• Strong troubleshooting skills across hardware, software, and network issues
• Experience with ticketing systems, asset management, and infrastructure monitoring tools
• Working knowledge of Windows OS and Microsoft 365
• Understanding of mobile platforms (iOS, Android) and MDM solutions
• Proficiency in Wi-Fi troubleshooting and basic networking (TCP/IP, DNS, DHCP)
• Familiarity with Active Directory, Group Policy, and Office 365 administration
• Experience with warehouse management platforms, scanners, and handheld printers
• Basic understanding of IT infrastructure (servers, switches, routers, firewalls)

Soft Skills:

• Excellent communication and interpersonal skills
• Strong organizational and time management abilities
• Ability to work independently and collaboratively across multiple locations
• Sound judgment and decision-making skills

Other Requirements:

• Valid driver’s license
• Willingness to travel within a two-hour radius as needed

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