IT Support Analyst / Support Analyst Senior

City of Austin WaterAustin, Texas18 days ago

This position will be filled at the IT Support Analyst or Support Analyst Senior level, depending on qualifications.


IT Support Analyst:

Duties, Functions and Responsibilities: Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

  1. Installs, maintains and provides technical support for users.
  2. Performs hardware, software, and applications support and preventative maintenance
  3. Performs end-to-end environment appropriate support utilizing best practices and documented procedures
  4. Works with customers and purchasing to identify solutions, and obtain quotes for those solutions.
  5. Responsible for inventory management and record keeping
  6. Develops, documents, publishes and provides communications 
  7. Performs system administration functions 
  8. Contributes to team dynamics and successes 
  9. Records incidents and events information
  10. Diagnoses and resolves or escalates technical support 
  11. Responds to Service Desk requests 


Responsibilities - Supervisor and/or Leadership Exercised: None


Knowledge, Skills, and Abilities: Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

  • Knowledge of standard application and operation systems used by COA
  • Knowledge of desktop hardware and software
  • Skill in entry-level technical writing and verbal communication
  • Ability to demonstrate initiative and professionalism
  • Ability to build rapport and elicit problem details from customers
  • Ability to quickly identify and learn appropriate software and hardware 
  • Ability to triage, engage others, and escalate appropriately
  • Ability to write accurate reports, data and system documentation 
  • Ability to pro-actively problem solve
  • Ability to adjust to frequently to changing priorities


Minimum Qualifications: Two (2) years of education related to the job. 

Experience may substitute for education up to two (2) years


IT Support Analyst Senior:

Duties, Functions and Responsibilities: Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

  1. Performs systematic analysis for identifying and diagnosing faults and determining root causes
  2. Improves Tier I and Tier II business processes
  3. Provides key performance indicator analysis and reports to management 
  4. Works with customers and purchasing to recommend, obtain quotes and deploy new solutions.
  5. Recommend performance improvements
  6. Performs advanced end-to-end support utilizing industry best practices 
  7. Serves as lead resource on teams
  8. Performs advanced system administration functions
  9. Develops, documents, publishes and provides advanced communications
  10. Provides advanced and escalated technical support 
  11. Performs complex hardware, software, and applications support and preventative maintenance
  12. Manages inventory and record keeping


Responsibilities - Supervisor and/or Leadership Exercised: May provide technical leadership, work assignments, training, and guidance to others 

 

Knowledge, Skills, and Abilities: Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

  • Knowledge of standard application and operation systems 
  • Skill in accurate reporting, documenting, and entering data and reconciling and escalating issues
  • Skill in technical writing and excellent verbal communication
  • Skill in proactive approach to problem solving 
  • Ability to demonstrate initiative and professionalism
  • Ability to build rapport and elicit problem details from customers
  • Ability to identify and learn appropriate software and hardware 
  • Ability to triage, engage others, and escalate appropriately
  • Ability to identify and analyze system-to-system faults
  • Ability to provide in-depth technical advice, guidance and training to technicians and customers
  • Ability to troubleshoot and restore all Tier I and Tier II hardware and software problems
  • Ability to follow-through with minimal direction
  • Ability to adjust to frequently changing priorities


Minimum Qualifications: Three (3) years of education related to the job. 

Experience may substitute for education up to three (3) years

 

Licenses and Certifications Required: None


Preferred Qualifications:

  • Experience using Computerized Maintenance Management System (CMMS)
  • Experience providing efficient resolution of customer issues concerning the use of a Computerized Maintenance Management System (CMMS) application or other Business Intelligence application
  • Experience training users on Business Intelligence applications and developing training materials for use in both classroom and one-on-one training settings
  • Experience with database hierarchy and entity relationships as it relates to cost and history in the Computerized Maintenance Management System (CMMS) system
  • Experience facilitating and functioning as a liaison between business and technical units
  • Experience with asset and material management processes and procedures
  • Ability to travel to more than one work location


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