Technical Systems Analyst

Description Under the direction of the Experience Architect, the Technical Systems Analyst is responsible for the technical administration, optimization, and documentation of core IT platforms and systems. This role focuses on maintaining system stability, supporting technical troubleshooting, developing clear technical documentation, and delivering end-user instruction. The Technical Systems Analyst works closely with platform and application teams to ensure systems are configured for reliability and user success, while minimizing direct service triage and coordination duties.

Responsibilities

Strategy & Planning

• Collaborate with the Experience Architect to align platform management and documentation strategies with organizational goals.
• Develop and maintain technical documentation for system configurations, processes, and service records.
• Research and recommend new tools, standards, and technologies to enhance platform efficiency and user experience.

Acquisition & Deployment

• Assist with the deployment and configuration of new hardware, software, and operating systems for Town and School users.
• Support the implementation and optimization of management tools.
• Evaluate & test new technologies and platforms for compatibility, user experience, and lifecycle cost.

Operational Management

• Perform technical troubleshooting & repair for hardware, software, and network issues, escalating complex cases as needed.
• Maintain, test, and optimize platform images, profiles, and patches for Windows, OSX, iOS, and other environments.
• Monitor system performance and prepare technical reports for leadership.
• Ensure compatibility and interoperability of in-house and cloud-based computing systems.
• Maintain technical preparation for all events on the annual academic testing calendar, including comprehensive device, site, and software readiness, as well as a staffing plan in consultation with the Experience Architect.
• Monitor antivirus, malware, and other end-user hygiene software.
• Serve one (1) day per week as a part of the in-office customer support rotation.

Documentation & End-User Instruction

• Create and update user guides, FAQs, and training materials for staff and end-users.
• Deliver orientation and training sessions for new or modified systems/platforms, as well as for new employees joining the organization.
• Gather feedback from users to improve documentation and training resources.
• Document technical procedures for onboarding, system changes, and troubleshooting.

Continuous Improvement

• Benchmark organizational practices against industry standards for platform management and documentation.
• Collaborate with platform and application teams to ensure best practices and interoperability.
• Perform all other duties as assigned.

Qualifications

Skills, Knowledge and Abilities

• Experience with platform management tools (Active Directory, GPOs, MDM, print management, etc.).
• Strong technical troubleshooting and documentation skills.
• Familiarity with computer hardware and component-level replacement for PC and Apple devices.
• Experience with iPads, Macs, iOS devices, smartphones, printers, etc.
• Ability to communicate technical concepts to non-technical users both verbally and in writing.
• Experience developing training materials and delivering instruction.
• Analytical, detail-oriented, and proactive.
• Excellent written and verbal communication skills.
• Strong customer service orientation.
• Ability to work independently and collaboratively.
• Adaptability to shifting priorities and timelines.

Education and Experience

• Bachelor’s Degree in computer science, information technology, or related field, and 3–5 years of technical experience, or any equivalent combination of education and experience.
• Certifications in relevant software/platforms preferred.

Supplemental Information Physical Elements

• Occasional travel between Andover facilities required.
• May be required to work occasional nights or weekends for upgrades or training.
• Physical requirements: sitting for extended periods, dexterity for computer/tools, lifting moderately heavy objects.

FLSA Status: Non-Exempt Grade: IE22 Standard work week: 36.25 hours Job Code: T-6428 Risk Code: 8810

The Town of Andover is an Affirmative Action/Equal Opportunity Employer. Women, minorities, veterans, members of the LGBTQ+ community, and persons with disabilities are encouraged to apply. The Town is committed to advancing its workforce culture of antiracism, diversity, equity, and inclusion. Benefits Employee Benefits