Systems Analyst

The Systems Analyst L2 is responsible for providing advanced technical support and problem resolution to business clients. You will handle escalated service desk requests, perform in-depth troubleshooting, manage server and network issues, and collaborate with senior engineers to ensure client satisfaction. As a key escalation point, you will demonstrate strong technical expertise, excellent communication skills, and the ability to manage multiple client environments efficiently.

Key Job Tasks

Overall Duties Include:

• Advanced Technical Support:
• Resolve escalated Tier 1 support issues related to hardware, software, network connectivity, and system administration.
• Provide support for desktops, servers, network equipment, and cloud-based services such as Microsoft 365/Azure.
• Utilize remote desktop and monitoring tools to diagnose and address complex technical problems efficiently.
• Escalation and Collaboration:
• Escalate critical or highly complex issues to Tier 3 or senior engineers, ensuring thorough documentation and clear communication.
• Coordinate closely with Tier 1 technicians to mentor, guide, and assist in resolving ongoing technical issues.
• System and Network Administration:
• Perform basic server administration tasks, including Active Directory management, Exchange/Office 365 administration, and application deployments.
• Troubleshoot network-related issues, including VPN connectivity, firewall management, basic routing, switching, and wireless connectivity.
• Documentation and Process Improvement:
• Document procedures, processes, and technical solutions in MSP knowledge base systems to enhance team efficiency.
• Recommend improvements to internal support processes and participate actively in continuous improvement efforts.
• Client Interaction:
• Maintain professional, clear, and proactive communication with clients, ensuring regular updates and superior customer service.
• Participate in client meetings and technical review sessions when required.
• Monitoring and Maintenance:
• Respond proactively to monitoring alerts, identifying and addressing issues before they impact clients.
• Participate in scheduled preventative maintenance activities for client systems and networks.
• Performs all other related duties as assigned by management.

Do you have experience in Windows?, Do you have a Associate’s degree?, Attention job seekers with 3+ years of IT experience!, + Associate degree or higher in Information Technology or related field, or equivalent professional experience.

• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft MS-900/AZ-900, Cisco CCNA, or ITIL preferred.
• Experience:
• Minimum 2-4 years of experience in IT support roles, ideally in an MSP environment.
• Proven experience troubleshooting and supporting Windows desktops and servers, Microsoft 365 environments, virtualization platforms, and basic networking.
• Technical Skills:
• Proficiency with Windows Server administration (Active Directory, Group Policy, DNS, DHCP).
• Experience managing Office 365, Azure AD, SharePoint, OneDrive, and related cloud services.
• Familiarity with VMware or Hyper-V virtualization environments.
• Working knowledge of firewall, switching, and routing concepts (Cisco, Meraki, Fortinet, Sophos).
• Soft Skills:
• Strong analytical and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Customer-oriented mindset, with a strong commitment to client satisfaction.
• Ability to mentor and support junior technicians.

Skills and Expertise preferred:

• Knowledge of industry regulations.
• Skill in installing, repairing and maintaining IT equipment.
• Skill in using mechanical and electric power tools.
• Skill in analytical thinking and problem solving.
• Ability to communicate with co-workers and various business contacts in a professional and courteous manner.
• Ability to read and interpret documents such as schematics, blueprints and diagrams.
• Ability to pay close attention to detail.
• Ability to evaluate, test and repair sophisticated equipment.
• Ability to work independently and make sound technical decisions using information at hand.
• Ability to effectively function as a team player.

Pulled from the full job description

• On-the-job training
• Vision insurance
• Dental insurance
• Opportunities for advancement, Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits included.
• Performance-based incentives.
• Generous bonus levels.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.

Discover your next opportunity with one of Idaho’s Top 4 Best Places to Work in the Small Employer category - a growing leader in the telecommunications and managed IT services industry.

At TruLeap Technologies, we believe work should be meaningful, rewarding, and enjoyable. We are committed to building a workplace culture that encourages growth, collaboration, innovation, and fun while delivering exceptional service to our customers and communities.

Established in 1909 and reestablished in 2019, TruLeap Technologies has built a strong reputation for delivering reliable telecommunications, broadband, and technology solutions throughout the Magic Valley and beyond. From fiber internet and wireless broadband to managed IT services and cybersecurity solutions, we continue to evolve alongside the technology needs of our customers.

With more than a century of experience, TruLeap Technologies remains focused on providing forward-thinking solutions, outstanding customer support, and a commitment to keeping businesses and communities connected through the latest technologies.