Now is the time to join us! 

Who are you?

Reporting to the Supervisor, Service Desk, the Senior System Analyst will work with the global Service Desk team, supporting 4000 users across 12 countries, ensuring users receive appropriate assistance and service. This role includes mentoring and training junior analysts, providing technical leadership, and acting as an escalation point for complex technical issues. The Senior System Analyst/IT Technician will take ownership of improving IT processes, implementing best practices, and contributing to strategic IT initiatives. Core responsibilities include ensuring efficient servicing of support tickets from internal users, with a focus on Tier 1 and Tier 2 support, including ownership/stewardship of Office 365, Active Directory, Azure, Intune, and other cloud-based applications. Additionally, the Senior System Analyst is responsible for ensuring meeting rooms, corporate technology, and audio-visual services are operational across all offices. This is a hands-on role involving servicing tickets while ensuring high levels of customer service, technical quality, and system availability.

In this role you will wear many hats, but your knowledge will be essential in the following:  

• Reports directly to the Supervisor, Service Desk.
• Mentor and train new and junior IT analysts, ensuring knowledge transfer and skill development.
• Provide advanced troubleshooting and technical leadership for complex system issues.
• Act as an escalation point for critical IT incidents and ensure timely resolution.
• Proactively identify and implement improvements in IT processes and support workflows.
• Provide first and second-level support to corporate users via phone and email to diagnose and resolve issues; escalating where required to ensure efficient closure of tickets.
• Respond promptly to support requests and maintain the maximum 4-hour response and 24-hour fix/escalation SLA.
• Responsible for office deployments and the maintenance of technologies in that region.
• Assist in resolving hardware problems, system upgrades, networking setup and diagnosis, software problems, backup issues, and file recovery.
• Assist in the management of file transfer platforms, creating and testing new connections, performing updates, and modifying workflows to aid in issue resolution.
• Lead efforts in automating routine IT processes and improving operational efficiency.
• Manage end-user expectations and follow up on feedback to improve service quality.
• Maintain and enhance the Service Catalog within the ticketing system.
• Ensure secure configuration of all user machines and systems, making sure OS and Anti-Virus patching is up to date.
• Assist in maintaining Active Directory and related accounts and services, including mail and file services through standard tools to ensure settings and accounts are created/removed in a timely fashion.
• Develop and maintain technical documentation and best practices.
• Assist in the procurement of hardware and software and manage configuration and deployment throughout the organization.
• Track licensing statistics and manage IT asset lists, ensuring all records are kept up to date.
• Deliver assigned projects within a timely manner, taking ownership of implementations and deployments.
• Test applications and systems to ensure functionality before production deployment.
• Lead special projects as requested by management.
• Perform other duties as assigned.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

What you bring to the Personify Health Team:

In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred (or equivalent experience).
• 3-5 years of experience in IT desktop support or a similar role, including broad knowledge of networking, system administration, and Windows environments.
• Strong expertise in network cabling, PCs, laptops, wireless and wired networks, email, Active Directory, printer services, TCP/IP, DNS, and DHCP.
• Hands-on experience with enterprise-level IT infrastructure and cloud services.

You also take pride in offering the following Core Skills, Competencies, and Characteristics:

• Advanced experience with Office 365 administration.
• Strong understanding of Microsoft Active Directory/Azure Active Directory.
• Expertise in LAN/WAN/WLAN networking.
• Hands-on experience with enterprise device management solutions (e.g., Intune, JAMF, SCCM, MDM tools).
• Experience with SSO/Identity Provider management (OpenID/SAML applications).
• Ability to lead and manage IT projects independently.
• Strong problem-solving skills and ability to handle high-pressure situations.

Excellent communication skills and ability to explain technical issues to non-technical users.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.