IT Support Analyst

Position Summary

Installs and supports hardware and software systems. Provides technical assistance and training to system users. Coordinates software and hardware implementation plans. Oversees tasks as directed by the IT Helpdesk Manger. Supports the Infrastructure department in maintaining network equipment. Monitors business critical systems and takes corrective action to ensure system up time. Loads specified software packages such as operating systems, word processing, database, or spreadsheet or business applicable programs into computer. Monitors telephone systems. Implements changes to system configurations to meet business requirements including; adds, moves, and changes. Enters commands and observes system functions to verify correct system operation. Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. Instructs users in use of equipment, software, and manuals. Recommends or performs minor remedial actions to correct problems. Coordinates activities with IT Helpdesk Manager. Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. Interviews users to collect information about problems and leads user through diagnostic procedures to determine source of error. Determines whether problem is caused by hardware or software. Logs and tracks calls and maintains history records and related problem documentation. Trains users on software and hardware.

Required Knowledge, Skills, And Abilities

• The knowledge of Microsoft Office software (Outlook, Word, Excel, etc.)
• The knowledge of the following Operating systems; Windows
• The knowledge of basic networking best practices
• Organizational skills
• The ability to learn and understand new hardware and software
• The ability to work in a team environment
• The ability to make a technical problem/solution make sense to a non-technical person

Helpful Knowledge, Skills, And Abilities

• Knowledge of database software and project management software
• Knowledge of Helpdesk software
• Knowledge of the following Operating systems; OS400, Linux, Windows Server, macOS, IOS, and Android platforms

Education And Experience

A minimum of an associate degree from a college or university and two to five years related experience and/or training or equivalent combination of education and experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually moderate.