Level 3 Systems Analyst for MSP

About Us We are a small technology solutions company offering managed IT services + private cloud and AI hosting services. We are seeking a Full-Time Rock-Star Systems Analyst (Level 3) working remotely from home . This position may entail some onsite work, but you would primarily be working remotely from home. We are unique in that we have developed our own private cloud. Besides offering traditional managed services, we offer concierge private cloud services including AI consulting along with hosting of custom and open-source AI models. Systems Analyst - Level 3 Position Overview The Level 3 position is a senior technical resource responsible for resolving complex infrastructure, systems, and application issues across client and internal environments. This role serves as the escalation point for the helpdesk and technical services team — providing advanced troubleshooting, mentorship to junior staff, and technical leadership on project work across the organization. The ideal candidate brings deep hands-on expertise across Windows and Linux server environments, cloud platforms, networking, and enterprise applications — combined with strong communication skills and a collaborative approach to working with both internal teams and clients. Core Responsibilities Consulting and Technical Support Analyze complex technical client issues across workstation pcs, server, network, wireless, printing, VDI, and enterprise application environments in identifying root cause, developing/designing a possible technical solutions/roadmaps taking into consideration technical hurdles, end user technical capabilities, and overall complexity, while collaborating with technical account manager regarding client's overall budget and business requirements. Perform technology consulting directly with clients in collaboration with technical account managers to provide suggestions for improvements for security, operational efficiency, user and system uptime, and technical options to meet the client's overall business objectives and help align technical solutions with business needs. Interface with clients via phone, email, helpdesk etc. in helping resolve technical issues in a timely basis. Design, test, and install new client-side IT infrastructure, network systems, and software components. Analyze client system-level logs and behavior to identify possible bottlenecks and system-level issues, making improvements to ensure scalability and reliability. Research and implement new hardware/software, such as upgrading servers, network components, or integrating new applications. Serve as the primary escalation point for Level 1 and Level 2 technicians — providing guidance, troubleshooting support, and resolution on complex or time-sensitive tickets Engage directly with third-party enterprise application vendors to resolve client software issues requiring external coordination Support and troubleshoot client VDI and remote desktop environments — ensuring stability, performance, and user accessibility Respond to after-hours, weekend, and on-call incidents as required by the needs of supported systems and clients Systems Administration, Infrastructure, Automation & AI Develop scripts to automate routine tasks, improve workflow efficiency and reduce manual errors for clients and internally. Identify ways in which AI can be leveraged to automate or make processes and workflows more efficient internally and with clients Design, deploy and test AI initiatives. Install, configure, maintain, and optimize desktop, laptop, server, network, and wireless environments across client and internal infrastructure Administer Windows Server environments (2012 through 2022) including Active Directory, Group Policy, DNS, DHCP, and Windows Deployment Services Administer Linux server environments — including configuration, maintenance, security hardening, and performance monitoring Manage and support cloud and virtualized environments including Microsoft Azure, Microsoft 365, and virtual infrastructure platforms Plan and execute software and hardware installations, upgrades, and migrations with minimal disruption to client operations Security and Training Support cybersecurity initiatives for internal and clients Monitor endpoint security and address vulnerabilities Train employees on technology usage and IT best practices Project & Cross-Functional Collaboration Collaborate with multidisciplinary teams across the organization to vet, scope, and implement client and internal project work Work as an active member of the Technical Services team — partnering with Senior Technicians and management on aligned technical goals, initiatives, and delivery commitments Contribute technical expertise to pre-sales scoping, solution design, and project planning activities as needed Maintain awareness of emerging technologies and provide recommendations for improvements to client and internal environments Mentorship & Knowledge Development Mentor and train Level 1 and Level 2 technicians — sharing technical knowledge, best practices, and troubleshooting approaches to support the upward development of all technical staff Contribute to the documentation of commonly occurring issues, resolutions, and technical procedures in the organization's knowledge base Participate in technical knowledge-sharing sessions and contribute to a culture of continuous learning across the technical team Client Communication & Service Delivery Communicate professionally and effectively with end users and clients via phone, email, and ticketing system Manage client expectations through clear, timely, and non-technical communication on issue status, timelines, and resolutions Represent the company professionally in all client interactions — maintaining a high standard of service delivery and relationship quality Core Accountabilities Complex escalations are resolved efficiently and thoroughly — with root cause documented and knowledge shared Junior technicians receive consistent mentorship and technical guidance that contributes to team growth Client environments are stable, well-documented, and proactively maintained Respond to emergencies promptly and take appropriate actions to minimize downtime and loss of data, including after-hours and weekend support as needed. Project contributions are delivered on time, within scope, and to a high technical standard Knowledge base documentation is current, accurate, and reflects real-world resolutions Responsible for entering billable time and detailed notes into the ticketing system in real time Qualifications Required 5+ years of experience in a technical support, systems administration, or infrastructure role 3+ years of Windows Server administration experience — or relevant Microsoft professional certification with demonstrated competency (MCSA, MCSE, or equivalent) 3+ years of Linux server administration experience — or relevant Linux certification (RHCSA, LPIC, CompTIA Linux+) with demonstrated competency In-depth knowledge of Microsoft technologies including Windows 10/11, Windows Server 2012-2022, Active Directory, Group Policy, DNS, DHCP, Azure, Microsoft 365 (including SharePoint, Office applications, Exchange, Intune, Defender, and Entra ID) 5+ years of experience with Active Directory administration and management Strong working knowledge of cloud and virtualized environments Solid understanding of networking fundamentals — TCP/IP, VLANs, routing, switching, firewalls, and wireless Ability to script in Python, Bash, Powershell Excellent written and verbal communication skills for both technical team collaboration and client-facing interactions Ability to work independently, manage competing priorities, and exercise sound technical judgment under pressure Availability for after-hours and weekend escalation work rotation as required by operational needs. Preferred Experience with virtualization platforms — VMware, Hyper-V, or equivalent Experience with VoIP and telephony systems configuration and support Familiarity with RMM and PSA platforms such as NinjaOne, ConnectWise, or similar Experience with endpoint security, MDM, and compliance tooling Exposure to backup and disaster recovery platforms and BCP planning Relevant industry certifications — CompTIA Network+, Security+, Microsoft Azure, or equivalent What Success Looks Like Technical Excellence Escalated issues are resolved thoroughly and efficiently — with clear documentation of root cause and resolution Client environments are stable, well-maintained, and proactively monitored for risk Team Contribution Junior technicians are visibly growing as a result of mentorship and knowledge sharing Project work is delivered on time, on scope, and with strong technical execution Client Experience Clients receive clear, timely communication throughout every technical engagement Service quality is consistent and reflects our commitment to excellence Operational Discipline Knowledge base contributions are regular, accurate, and useful to the broader team Tickets are documented thoroughly — root cause, steps taken, and resolution recorded on every closure Additional Requirements Must successfully pass a background screening Strong teamwork, communication, and documentation skills Compensation is based upon experience. Benefits Paid time off + Birthday time off Health insurance Vision insurance Dental insurance Life insurance Accidental Death/Disability Insurance Health savings account Paid holidays

Work Location:

Hybrid remote in Austin, TX 78701