Technical Support Analyst 4

Daily Duties

• Determine the needs of the region for hardware, software, upcoming projects, and more.
• Communicate needs of the region to the IT Operations Center.
• Demonstrate servant leadership through collaborative strategic and tactical planning to achieve holistic goals of the Operations Center.
• Direct users to the appropriate source of help based on needs.
• Coach staff through troubleshooting computer, hardware, phone, mobile phone, asset inventory, and software issues.
• Advise users on how to use technology or what technology exists to meet their business needs or communicates those needs to the IT Operations Center for advice.
• Provides coordination and assistance with Asset Management, PC Refresh, Phone System Issues, Printer Refreshes, etc.
• Escalates any urgent issues and outages to the IT Operations Center, Information Security Office, and when necessary.
• Actively tracks current and future initiatives, needs, issues, concerns, projects, and action items.
• Provides weekly reports on the status of operations and the above listed tracked activities to the IT Operations Center.
• Communicates new technologies, opportunities, events, changes, policies, best practices and procedures to the assigned region.

Qualifications

• Experience managing their own work and, ideally, scheduling refreshes/deployments directly with users.