Technical Support Analyst II

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.).

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.
• Manages 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.
• Develops and executes methodologies for increasing end user computing device optimization and standardization.
• Supports critical systems after hours, nights and weekends as needed.
• Responds to emergencies on a 24/7 basis.

Qualifications

• Bachelor's degree in Computer Science or Management Information Systems preferred.
• Certifications Desired: Information Technology Library (ITIL) Foundations, MCSE: Desktop Infrastructure, CompTIA A+, CompTIA Mobility+, CompTIA Network+, CompTIA Security+
• A minimum of one year of experience with Microsoft System Center Configuration Manager.
• A minimum of two years in the management and operation of software packaging, image creation and software deployment.
• A minimum of five years of experience supporting, thin clients, PC’s, Workstations, and other computer hardware/software at an enterprise level.
• A minimum of five years of experience using client/server software packages including word-processing, spreadsheet, and graphics applications.

Skills & Abilities

• 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.

Physical Requirements

• Frequent sitting and standing.
• Frequent use of hands for typing, handling, or feeling.
• Frequent use of vision for reading, writing, and visual inspection.
• Frequent use of hearing for communication.
• Frequent use of speech for communicating with others.

Working Environment

• The work environment and physical demands described here are representative of those required by an employee to perform the essential functions of this job with or without reasonable accommodations.

Benefits

RTD Employee Benefits: RTD Represented Employee Benefits (RTD Represented Employee Benefits: Please refer to the Labor Agreement included in the above link for details.)