System Analyst 3

Datasoft Technologies - Richmond, VA

Full-time - Mid Level

Hybrid - Richmond, VA

Professional, Scientific, and Technical Services

About the position

The System Analyst 3 position is a hybrid role based in Richmond, VA, with a contract duration of 12 months and the possibility of extension. The primary focus of this role is to monitor and maintain the overall health and availability of the Ivanti Endpoint Manager system. This includes packaging software and building distribution packages to support statewide project efforts and enterprise deployments, particularly in the remediation of security vulnerabilities. The analyst will work closely with VITA service providers to ensure that the workstation image meets agency needs and adheres to security requirements. In addition to system monitoring, the role involves providing advanced problem management, troubleshooting, and root cause analysis to resolve customer issues. The analyst will be responsible for making recommendations to management for systems and process improvements, troubleshooting both software and hardware problems, and enhancing the level of direct services provided to field staff. Responsibilities also include installing, maintaining, and assisting in the testing and upgrading of new and existing hardware and software, as well as creating job aids for internal staff to improve the use of technical resources in supporting complex software. The position requires managing and monitoring customer IT issues using helpdesk tools such as KSE, Ivanti, and SharePoint, providing support over the phone, in person, and through remote control. Strong customer service skills and a customer-first attitude are essential for success in this role.

Responsibilities

• Monitoring and maintaining the overall health and availability of the Ivanti Endpoint Manager system.
• Packaging software and building distribution packages to support statewide project efforts and enterprise deployments including the remediation of security vulnerabilities.
• Working with VITA service providers to ensure the workstation image meets agency needs and security requirements.
• Provide advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems.
• Provide management with recommendations for systems and process improvements.
• Troubleshoot software and hardware problems and enhance the level of direct services to field staff.
• Install, maintain, and assist in testing and upgrading of new and existing hardware and software.
• Create job aids for internal staff to enhance the use of technical resources to support complex software.
• Manage and monitor customer IT issues using helpdesk tools - KSE, Ivanti and SharePoint. Support over the phone, in person, and using remote control.

Requirements

• Strong customer service skills with a Customer First attitude.
• Extensive skills and experience in desktop products including but not limited to Windows 10/11, SharePoint, and MS Office 365.
• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices.
• Excellent research and investigative skills.
• Extensive knowledge and experience in Active Directory, remote support tools, networking.
• Working understanding of software license management and compliance best practices.
• Ability to troubleshoot hardware and software issues and communicate solutions to customers both in the Central Office and in the field.
• Ability to communicate effectively orally and in writing with individuals and groups.
• Experience with Power Platform, PowerShell, SQL strongly preferred.
• System administration of Ivanti Endpoint Manager or a similar client management system such as SCCM.

Benefits

• Paid Holidays/Paid Time Off (PTO)
• Medical/Dental Insurance
• Vision Insurance
• Short Term/Long Term Disability
• Life Insurance
• 401 (K)