System Support Analyst

Supervisor: Director of IT

Organization: IT

Job Description

The Systems Support Analyst will be part of a talented team within a 21-year-old Gainesville based innovative software development company that serves the Orthotics and Prosthetics profession. The Systems Support Analyst provides high quality customer service to the client, responding to requests and issues accurately and promptly. The role requires detailed and in-depth knowledge of the applications including use of software or infrastructure components. Work may include assistance with access requests, financial analysis, work order management, project management and related software management. Responsibilities may also include security administration, trouble shooting software, providing guidance to the user base, and working with customer facing teams to address technical issues. The Systems Support Analyst will have direct interactions with 2nd and 3rd level system administrators, the customer base and other stakeholders.

The Systems Support Analyst role provides knowledgeable, timely, and personal assistance to OPIE team members. The Systems Support Analyst responds to phone, email, and feedback inquiries, and provides relevant documentation for support or project work. This position also serves as the first line in troubleshooting, system configurations, software installations, procurement, and license compliance.

Additionally, the Systems Support Analyst manages the implementation process of new systems, patches, escalates issues to the internal IT team, and engages in training staff. They assist in coordinating server deployments and network management. The Systems Support Analyst should possess an inherent desire to serve the team, drive project goals independently, and maintain close relationships to the customer. The Systems Support Analyst participates in root cause analysis as necessary and is tasked with keeping the IT team apprised of escalated situations.

Along with help desk and troubleshooting operations, the Systems Support Analyst is tasked with building and maintaining up-to-date knowledge base resources. They also participate in Agile/Scrum projects, and daily stand-up meetings.

Responsibilities and Activities

  • Log incidents and request accurately in JIRA
  • Provide first line investigation and diagnosis of incidents and requests
  • Trouble shoot moderate to complex issues and requests as they relate to customer technologies
  • Trouble shoot the cause of problems, not just the symptoms taking action to prevent problems from recurring.
  • Resolve issues in the prescribed time limits; otherwise escalate to appropriate level 2 or level 3 personnel and follow standard operating procedures as agreed upon with the customer regarding ticket ownership.
  • Participate in efforts to continuously improve Level 1 performance in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times and customer satisfaction.
  • Provide coverage for all modes of communication, telephone, chat, e-mail or other methods as necessary
  • Participate in required training for both technical and interpersonal skills.
  • Provide knowledgeable, timely, and personable support to our valued team members
  • Respond to phone, email, and Service Desk requests
  • Troubleshoot desktops, laptops, mobile devices, networking, and email delivery
  • Escalate Problem cases to the team as needed
  • Manage and participate in the ITIL service implementation process
  • Coordinate software updates and installations
  • Participate in root cause analysis
  • Build and maintain an up-to-date knowledge base resource and help documentation
  • Participate in departmental projects using the Agile/Scrum Methodology
  • Take ownership of team members’ reported issues and see them through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve team members' issues
  • Follow ITIL procedures for change management, and proper escalation of unresolved issues to the appropriate internal teams
  • Manage company licensing, purchasing, and procurement of new systems


  • AS degree or equivalent experience
  • Proven experience in customer service
  • Superior problem solving and troubleshooting skills at the Analyst level
  • Adherence to corporate policies and defined SLAs
  • Knowledge of Windows, Linux, Firewalls, and Networking
  • Knowledge of ITIL, and Agile Methodologies
  • Strong problem-solving and troubleshooting skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills
  • A+/Net+/MCP/CCENT certifications preferred
  • A self-starter with a desire to learn

How to Apply

Send your resume to and include a cover letter that describes why you feel you would be a good fit for our company and the position you are applying for. Keep in mind that we are interested not only in your background and skills, but also in who you are and how you would fit into our team and our vision.

About Our Company, Culture and Growth

OPIE Software was started to make a positive impact on the lives of people.

Our market is predominately small, independently owned companies who care for individuals with various orthopedic disabilities and challenges. Our customers enable their patients with mobility and independence through providing custom made artificial limbs and orthopedic braces. Our software platform provides electronic health records, workflow, billing and practice management to over 1600 orthotics and prosthetics facilities.

We are passionate about creating a culture inside and outside of our organization that promotes personal and professional growth, constantly challenges the status quo, and of course incorporates a little fun!