Systems Support Analyst

Kaufman Hall & Associates - Chicago, IL

Full-time - Entry Level

Remote - Chicago, IL

Publishing Industries

About the position

The Systems Support Analyst at Kaufman Hall plays a crucial role in providing support for software products and assisting both internal and client user teams. This position focuses on improving operational and billing processes through effective application support, ensuring high-quality service delivery, and fostering teamwork within the organization.

Responsibilities

• Provide application support for multiple internally developed web-based applications, datasets, and data ETL processes.
• Respond to incidents, resolve basic issues, and escalate complicated issues in a timely manner.
• Provide technical support for users across multiple internal and client project teams.
• Serve as a resource for questions and issue resolution.
• Actively participate in team meetings and provide written and verbal status updates.
• Communicate effectively and efficiently with all associates and business contacts to promote a strong sense of teamwork.
• Communicate promptly and professionally with colleagues throughout the organization to ensure timely processing of work.

Requirements

• BS/BA in computer science, business, or related field.
• Experience with customer support and support ticketing systems.
• Understanding of web applications and common usage patterns.
• Experience troubleshooting Microsoft Edge and Google Chrome web browsers.
• Excellent written and verbal communication skills.
• Proven critical thinking skills and ability to triage technical issues and adhere to service level agreements.
• Experience with Microsoft operating systems and Microsoft Azure.
• Experience with Microsoft SQL Server and understanding of relational databases.
• Experience with Microsoft Power BI.
• Working knowledge of networking, virtual private networks (VPN), and virtual environments.
• Organized, detail-oriented, responsive, self-motivated, and willing to learn new technology skills and understand user workflows.

Nice-to-haves

• Experience in a remote work environment.
• Familiarity with data analysis and reporting tools.

Benefits

• Remote work flexibility
• Professional development opportunities
• Supportive team environment