POSITION SUMMARY

The IT Analyst provides hands-on technical support for computer software, network, hardware, cybersecurity, and hybrid cloud-based systems. This role focuses on troubleshooting, maintenance, second-level support, and practical implementation assistance for end users and departments throughout the organization.

The incumbent must have solid experience with Microsoft 365, Azure (Entra ID), Microsoft Teams (including telephony), Citrix, endpoint and collaboration security tools (Bitdefender, Check Point Harmony Email & Collaboration), Dell EMC storage solutions, Windows operating systems, and networking fundamentals in a multi-platform environment. Independent judgment is exercised on routine matters. The position works under the direct supervision of the IT Manager and collaborates with other IT staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to, the following:

• Provide first- and second-level technical support to end users across departments, troubleshooting hardware, software, network connectivity, application, and cloud service issues in a hybrid environment.
• Administer and support Microsoft 365 workloads (Exchange Online, SharePoint Online, OneDrive, Teams, including Teams-based telephony) and Azure/Entra ID identity, access, and device management.
• Maintain, upgrade, patch, and repair workstations, servers, and related hardware; provide support for virtual environments and Dell EMC storage solutions.
• Implement, monitor, and support cybersecurity controls, including endpoint protection (Bitdefender), email and collaboration security (Check Point Harmony Email & Collaboration), multi-factor authentication, conditional access, and overall system security best practices.
• Assist with the evaluation, testing, installation, configuration, and integration of software and hardware to ensure smooth transitions and operational efficiency.
• Monitor system and network performance, collect relevant data, and help identify, diagnose, and correct technical problems and deficiencies.
• Plan, develop, implement, and maintain backup, recovery, and business continuity procedures.
• Support the development and adherence to IT processes that ensure high availability and accessibility of systems and applications for various departments.
• Assist with user training, documentation of procedures, and excellent customer service to promote effective and secure use of technology.
• Conduct research on practical technologies and tools to improve support efficiency and propose appropriate solutions.
• Perform other related duties as assigned.

MINIMUM QUALIFICATIONS

Bachelor’s degree in computer science, Information Technology, or a closely related field preferred; an equivalent combination of education and relevant experience is acceptable. Minimum of three (3) years of hands-on experience in IT support, systems administration, network support, or a similar role in a multi-platform information systems environment (hybrid cloud preferred).

Practical knowledge and experience with the following (or closely equivalent technologies): Microsoft 365 and Azure (Entra ID) Microsoft Teams, including telephony Citrix or similar virtualization/remote desktop solutions Endpoint security (Bitdefender or equivalent) and collaboration/email security tools (e.g., Check Point Harmony) Dell EMC or comparable enterprise storage solutions Windows client and server operating systems Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs, basic LAN/WAN concepts) Strong troubleshooting, analytical, organizational, and problem-solving skills with the ability to interpret technical data beyond simple reporting. Excellent interpersonal, verbal, and written communication skills; demonstrated ability to deliver outstanding customer service and clearly explain technical issues to non-technical users. Ability to work effectively both independently and as part of a team, prioritize and follow through on assignments, and maintain a professional, collaborative environment. Experience supporting multi-department environments (such as recreation, utilities/water systems, membership, or administrative functions) is highly desirable. Relevant certifications preferred (examples: CompTIA A+ or Network+, Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), Microsoft 365 Endpoint Administrator (MD-102), or similar). Additional relevant full-time experience may substitute for the educational requirement on a year-for-year basis.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

While performing the duties of this job, the employee is regularly required to sit and frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, reach with hands and arms, and talk or hear. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required include close vision and the ability to adjust focus. The work environment is typical of an office setting with moderate noise levels, clean air, and comfortable lighting and temperature. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. The Bella Vista POA is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.