ICDS Analyst I

Essential Job Skills/Duties

• Respond to user requests via ticketing system.
• Troubleshoot Windows and macOS endpoints.
• Install, configure, and update desktop software.
• Set up and support printers and peripherals.
• Document resolutions and update knowledge base.
• Escalate issues per defined procedures.

Required Technical Skills

• Windows 10/11 administration basics.
• macOS user support fundamentals.
• Microsoft 365 applications and Outlook.
• Active Directory user and device tasks.
• Remote support tools proficiency.
• Hardware diagnostics and replacement.

Required Soft/Leadership Skills

• Clear, courteous customer communication.
• Prioritize workload and meet deadlines.
• Follow procedures with attention to detail.
• Collaborate effectively with team members.
• Maintain confidentiality and professionalism.

Required Education & Experience

• High school diploma or equivalent.
• One year technical support experience.
• Experience with ticketing systems.
• Basic networking and security understanding.

Preferred Education & Experience

• Associate degree in IT or related field.
• Two years desktop support experience.
• Experience supporting mixed OS environments.

Required Licenses/Certifications

• Valid state identification.

Supervisory Responsibilities

No direct supervisory responsibilities.

Travel Requirements

• Travels: Occasional local site visits.
• % of Time: Up to 10%.
• Overnight Travel: Rare, as needed.

Physical Demands & Working Conditions

• Stationary Position: Frequently Pushing/Pulling/Reaching: Occasionally Climb: Seldom Kneel: Occasionally Grab: Frequently Bend: Frequently Lift/Carry Over: Up to 40 lbs occasionally Vision: 20/20 corrected vision Hearing: Receive detailed information if spoken to Wet or Humid Conditions: Seldom Moving Mechanical Parts: Occasionally Heavy Machinery: Seldom High Places: Seldom Fumes or Airborne Particles: Seldom Toxic or Caustic Chemicals: Seldom Outdoor Frequency: Seldom Electricity: Occasionally Explosives: Never Radiation: Never Loud Noise: Occasionally Other Environmental: Typical office and server room