The Systems Analyst I is primarily responsible for providing mid-level technical assistance and support to VC3 clients. An additional Systems Analyst I role is to serve as an escalation point for our Service Desk teams when a higher level technical expertise is required in running diagnostic programs, isolating problems, and determining and implementing solutions within a moderate scope of support, as well as mentoring and assisting junior technicians.
Our People:
Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we’re here to create something extraordinary together.
Our Core Focus:
Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients. Your Growth:We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.Key Responsibilities
Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standards
Receive & respond to escalated service requests, incidents and change requests in a timely manner
Train and educate VC3 clients on technical standards
Troubleshoot and resolve issues with:
Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
General network connectivity including ISP
Common networking technologies such as DHCP and DNS
Wireless network performance and accessibility
Remote access technologies including VPN, RDS, and Citrix
Operating systems on servers, desktops, and laptops
Complete technical administrative tasks such as:
Virus/malware removal
Add/remove/change virtual server resources
AD/365/application password resets
Identify recurring issues and initiate problem tickets for them
Make recommendations for improvements of supported hardware and software
Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
Additional Responsibilities:
Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
Receive mentoring and feedback from Tier 2 Peers, Tier 3, and others
Where appropriate, escalate complicated issues to Tier 3 or other appropriate teams
Review Tickets with Team Lead
Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
Create and update documentation when changes or occur, or when discoveries are made
Educate users on Process, Hardware, and Software
Answer Incoming Service Desk phone calls and chats
Attend monthly training & team meetings as required.
Participate in the on-call rotation (1 week every 3-4 months)
Additional duties as required
Skills, Knowledge and Expertise
KPI goals consistently met in Service Technician I or II roles.
2+ years relevant technical experience is required OR 6 months experience in Service Technician I or II roles at VC3.
Microsoft 365 or Azure certification highly desired
Good problem solving and decision-making skills; ability to understand and analyze complex issues
Self-motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality
At least 2 years relevant IT experience fully supporting and building customer environments.
At least 2 years’ experience managing & working with the following technologies:
Windows Server
Microsoft/Office 365
Active Directory
GPOs
Virus and Security
TCP/IP
DHCP
DNS
At least 2 years’ experience with virtualization technologies:
Hyper-V
VMWare
Additional information you will want to know:
Minimal travel is expected, however some is possible
Applicant selected will be subject to a criminal and department of motor vehicles background checks and may need to meet Criminal Justice Information Systems (CJIS) requirements post-employment
VC3 offers a comprehensive benefit package and 401K/RRSP company matching
Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.
VC3 is an IT managed services provider that serves hundreds of municipalities and organizations across the United States and Canada. The company specializes in delivering comprehensive IT solutions and security services, including security event monitoring, incident response, and endpoint detection and response (EDR) capabilities. VC3 operates with a customer-centric approach, focusing on making IT personal, easy, and reliable for public sector and organizational clients. The company is built on core values of going beyond expectations, owning problems, being curious, and serving as one unified team.
