Technical Support Analyst I

About the Role

This position is responsible for the installation, management, troubleshooting, and maintenance of the organization’s end user computing platforms (thin clients, workstations, laptops, desktops, scanners, printers, handheld devices, etc.).

Duties & Responsibilities

• Installs, configures, maintains and repairs workstation hardware and software including client/server application software.
• Deploys and configures solutions in a virtualized environment.
• Administers, configures, and maintains standard operating system images for end user computing platforms, virtualization, and configures and packages software applications for remote installation.
• Configures and maintains Microsoft Configuration Manager server, clients and related infrastructure.
• Creates and maintains security patch packages for remote installation.
• Collaborates to maintain a library of system-supporting processes and procedural documentation.
• Updates and maintains knowledge data base with resolutions to problems encountered to reduce future troubleshooting needs.
• Supports critical systems after hours, nights and weekends as needed.
• Responds to emergencies on a 24/7 basis.
• All job-related duties as assigned.

Qualifications

• A minimum of one year in the management and operation of software packaging, image creation and software deployment.
• A minimum of one year of experience supporting thin clients, PC’s, Workstations, and other computer hardware/software at an enterprise level.
• A minimum of one year of experience using client/server software packages including word-processing, spreadsheet, and graphics applications.
• A minimum of six months plus technical training beyond High School.
• Associate degree in Computer Science or Management Information Systems preferred.
• Certifications Desired: Information Technology Library (ITIL) Foundations, CompTIA A+, CompTIA Network+, CompTIA Security+
• Proficiency in basic networking and data communications, client/server functions/characteristics and current hardware/software architecture.
• Proficiency in Mac OS and Windows operating systems.
• Proficient with Microsoft Office Suite and Office 365.
• Ability to gain and maintain technical knowledge in rapidly changing technology environment.
• Ability to communicate effectively, orally and in writing.
• Ability to use sound judgment and maintain confidentiality.
• Ability to manage time and workload effectively which includes planning, organizing and prioritizing.
• Valid Colorado driver’s license with an acceptable MVR.
• An equivalent combination of education, experience, knowledge, skills, abilities.

Working Environment & Physical Requirements

• While performing the duties of this job, the employee is frequently required to sit and talk or hear.
• The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision and color vision.
• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; fumes or airborne particles; toxic or caustic chemicals; risk of electrical shock; risk of radiation and vibration.
• The noise level in the work environment is usually moderate.

Career Map

Based on job performance, experience, education and position availability the next step on the career map for this position may be: Technical Support Analyst II

Pay

$59,796.00 - $84,462.00 Annual