IT Systems Analyst

The following duties are performed with strict adherence to Maiker policies and procedures. Other responsibilities may be assigned as needed., * Serve as the primary onsite IT contact for Maiker staff.

• Act as Maiker's internal liaison to the Managed Service Provider and IT vendors.
• Triage, document, and escalate technical issues to the MSP as appropriate, following tickets through resolution.
• Exercise independent judgment in prioritizing IT work based on organizational risk, operational impact, and business needs. Validate MSP work from a user-experience and operational perspective.
• Provide deskside, walk-up, and remote support with a calm, service-oriented approach., * Assist users with account access, password resets, MFA issues, and device logins.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Intune.
• Troubleshoot printers, scanners, phones, and conference room technology.
• Translate technical concepts into plain language for non-technical users.

Onsite IT Operations

• Coordinate new-hire onboarding and offboarding, including accounts, devices, and access.
• Prepare, deploy, swap, and track user devices and peripherals.
• Maintain accurate hardware and software inventory.
• Oversee onsite network connectivity issues and determine appropriate remediation or vendor involvement.
• Maintain light IT documentation and end-user how-to guide.
• Evaluate vendor invoices for accuracy and service alignment and track IT-related expenses.
• Identify inefficiencies and independently implement process improvements in IT service delivery., * Support and maintain existing systems rather than designing new infrastructure.
• Assist with user adoption of Microsoft 365, Azure/Entra ID authentication workflows, and Intune-managed devices.
• Coordinate updates and changes with vendors and the MSP.
• Serve as Maiker's authority for day-to-day IT operational decisions within established budgets and policies

• Associate's degree, IT technical training, or equivalent practical experience preferred.
• 4-6 years prior experience in a role such as IT Support Specialist, IT Coordinator, Onsite Support Technician, or Workstation Deployment.
• Experience working alongside an MSP.

Technical Skills

• Working knowledge of Windows 10/11 and basic Mac support.
• Strong familiarity with Microsoft 365 user support.
• Experience supporting printers, peripherals, and office hardware.
• Ability to clearly document issues and follow established processes.
• Working knowledge of both Android and iPhone support and setup.

Skills, Attributes, and Characteristics

• Strong customer-service mindset with a genuine enjoyment of helping people.
• Comfortable supporting non-technical users in person and remotely.
• Clear written and verbal communication skills.
• Ability to manage multiple tasks and priorities.
• Reliable, organized, and detail-oriented.
• Adaptable and flexible in a dynamic, mission-driven environment.

The IT Systems Analyst serves as the primary last-mile technology liaison between Maiker Housing Partners staff and the organization's Managed Service Provider (MSP). This role is hands-on, people-focused, and operationally grounded, ensuring staff can confidently and reliably use technology while backend infrastructure and advanced systems are managed by external partners. This position focuses on white-glove user support, onsite IT operations, and clear coordination with vendors-bridging the gap between non-technical users and technical service providers. This position operates with minimal day-to-day supervision and exercises independent judgment in managing IT operations, vendor coordination, and end-user technology services.