Systems Support Analyst II

UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. The trusted advisor to many of the nation’s top K-12 school districts and corporate leaders across a spectrum of industries including hospitality, health care, financial services and more – UDT offers one of the most robust suite of customizable, end-to-end technology solutions in the industry. With a portfolio that spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services, UDT helps clients align technology with their most important business priorities – empowering insight-driven IT strategies that accelerate innovation, streamline costs, and reduce risk. Founded in 1995 and headquartered in Miramar, Florida, UDT has more than 400 professionals nationwide and growing operational facilities in Florida, Tennessee, Texas, and South Carolina. For more information, visit udtonline.com.

This position is located in Miramar, Florida.

Systems Support Analyst II

The Patch Management Specialist II will be responsible for providing intermediate level patch management, ensuring the security and stability of UDTs customers' systems. This role will be monitoring, deploying, and verifying patches across various customer platforms and environments, with a focus on high levels of patching compliance. In this role, the level 2 will provide escalation support for junior team members. The ideal candidate will have excellent communication skills, leadership, and convey a strong customer-centric approach to service delivery, ensuring that the customer trusts UDT as a partner and has their environment secure.

Responsibilities

• Monitor new software releases and customer systems for vulnerabilities. Identify patches for workstations that need to be deployed for UDT customers.
• Following customer and UDT standard operating procedures (SOP), create and test deployment packages. Work with level 3 patching team members to validate production readiness before deployment.  
• Receive escalations from level 1patchteam members to resolve complex issues.
• In a ticketing system, verify patch deployment, troubleshoot, and track any failures requiring remediation. Maintaining all documentation of patching activities.
• Provide intermediate support for patch-related incidents and service requests from UDT customers.
  • Being customer facing, communicate effectively with customers to understand their needs, coordinate, and provide timely updates on patching activities. Ensure a high level of customer satisfaction through professional and courteous interactions.
  • Collaborate and work with other IT teams, such as SDMs, NOC, and security specialists, to ensure a coordinated approach to patching. 
  • Escalate, remediation incidents or complex issues to level 3 patching engineers.
  • Other duties as assigned. 

Qualifications & Experience

• Must be extremely customer and team focused a productive, educated advocate for the team and UDT, utilizing your past experience to provide the highest quality support possible.
• Experience supporting various operating systems (Windows, Mac, Linux, etc.)  and common 3rdparty applications.
• Experience with understanding advanced cybersecurity threats and mitigation techniques.
• Familiarity with patch management in cloud environments such as AWS, Azure, or Google Cloud.
• Preliminary experience of scripting languages such as PowerShell, Python, or Bash 
• Understanding of patch management principles and best practices
• Strong analytical and problem-solving skills.
• Excellent communication and teamwork abilities.
• Attention to detail and the ability to work independently
• 3-4 years of experience with patch management tools such as WSUS, SCCM, Intune, Ivanti. Manage Engine/End Point Central preferred.
• Demonstrated ability to manage multiple demanding activities in a high-performing department, resolving multiple complex engineering items through interactions with team members, phone calls, ticketing system, and e-mail.   
• Proficiency in MS Office Suite.

Education

• Associate's degree in computer science, Information Technology, or related field (or equivalent experience) preferred.
• Intermediate knowledge of cybersecurity principles and practices.
• Relevant certifications (e.g., CompTIA Security+, Microsoft Certified: Windows Server)

Travel

• Must be able to travel as needed to Corporate Headquarters in Miramar FL or customer locations as requested

Working Conditions

• Reporting into the office at minimum 3 days per week with some remote working options available.
• Office setting with sitting for extended periods of time.
• Ability to lift 25lbs

What UDT offers you 

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and unlimited paid time off.

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.