IT Support Analyst

Essential Duties/Responsibilities

• Identify, isolate, troubleshoot, document, and resolve IT issues.
• Install, deploy, and maintain IT hardware and software systems.
• Provision & maintenance of user accounts.
• Clock in and coordinate timely repair of equipment covered under 3rd party maintenance agreements.
• Recognize and escalate high-level issues as appropriate.
• Perform preventative maintenance on IT systems as directed.
• Provide technology training for staff appropriate to their needs, including new user orientation and in-services as needed.
• Support for cell phones, including set-up, swapping, and upgrades.
• Maintain orderly, up-to-date records, documentation, and files, using approved practices and record-keeping systems, including inventory.
• Create and maintain images for workstations.
• Reclaim assets as necessary at the central office and in the field.
• Support for agency copiers.
• Monitor, manage, and report on ticketing system for quality improvement.