IT Systems Analyst

The IT Systems Analyst serves as the primary last mile technology liaison between Maiker Housing Partners staff and the organization’s Managed Service Provider (MSP). This role is hands on, people focused, and operationally grounded, ensuring staff can confidently and reliably use technology while backend infrastructure and advanced systems are managed by external partners.

This position focuses on white glove user support, onsite IT operations, and clear coordination with vendors, bridging the gap between non technical users and technical service providers.

This position operates with minimal day to day supervision and exercises independent judgment in managing IT operations, vendor coordination, and end user technology services. This is a hybrid role that is two days a week in the office.

The following duties are performed with strict adherence to Maiker policies and procedures. Other responsibilities may be assigned as needed.

• Serve as the primary onsite IT contact for Maiker staff.
• Act as Maiker’s internal liaison to the Managed Service Provider and IT vendors.
• Triage, document, and escalate technical issues to the MSP as appropriate, following tickets through resolution.
• Exercise independent judgment in prioritizing IT work based on organizational risk, operational impact, and business needs. Validate MSP work from a user experience and operational perspective.
• Provide deskside, walk up, and remote support with a calm, service oriented approach.

• Assist users with account access, password resets, MFA issues, and device logins.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Intune.
• Troubleshoot printers, scanners, phones, and conference room technology.
• Translate technical concepts into plain language for non technical users.

• Coordinate new hire onboarding and offboarding, including accounts, devices, and access.
• Prepare, deploy, swap, and track user devices and peripherals.
• Maintain accurate hardware and software inventory.
• Oversee onsite network connectivity issues and determine appropriate remediation or vendor involvement.
• Maintain light IT documentation and end user how to guide.
• Evaluate vendor invoices for accuracy and service alignment and track IT related expenses.
• Identify inefficiencies and independently implement process improvements in IT service delivery.

• Support and maintain existing systems rather than designing new infrastructure.
• Assist with user adoption of Microsoft 365, Azure/Entra ID authentication workflows, and Intune managed devices.
• Coordinate updates and changes with vendors and the MSP.
• Serve as Maiker’s authority for day to day IT operational decisions within established budgets and policies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Associate’s degree, IT technical training, or equivalent practical experience preferred.
• 4 to 6 years prior experience in a role such as IT Support Specialist, IT Coordinator, Onsite Support Technician, or Workstation Deployment.
• Experience working alongside an MSP.

• Working knowledge of Windows 10/11 and basic Mac support.
• Strong familiarity with Microsoft 365 user support.
• Experience supporting printers, peripherals, and office hardware.
• Ability to clearly document issues and follow established processes.
• Working knowledge of both Android and iPhone support and setup. 

• Strong customer service mindset with a genuine enjoyment of helping people.
• Comfortable supporting non technical users in person and remotely.
• Clear written and verbal communication skills.
• Ability to manage multiple tasks and priorities.
• Reliable, organized, and detail oriented.
• Adaptable and flexible in a dynamic, mission driven environment.

• Not a senior systems administrator role.
• Not a cloud architect or security engineering position.
• Not an on call 24/7 role.
• Not a fully remote role. Hybrid in the office 2 days a week.

This is an operations first, people first position focused on usability, trust, and dependable day to day technology support.