IT Support Analyst / Support Analyst Senior
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.
- Installs, maintains and provides technical support for users.
- Performs hardware, software, and applications support and preventative maintenance
- Performs end-to-end environment appropriate support utilizing best practices and documented procedures
- Works with customers and purchasing to identify solutions, and obtain quotes for those solutions.
- Responsible for inventory management and record keeping
- Develops, documents, publishes and provides communications
- Performs system administration functions
- Contributes to team dynamics and successes
- Records incidents and events information
- Diagnoses and resolves or escalates technical support
- 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.
- Performs systematic analysis for identifying and diagnosing faults and determining root causes
- Improves Tier I and Tier II business processes
- Provides key performance indicator analysis and reports to management
- Works with customers and purchasing to recommend, obtain quotes and deploy new solutions.
- Recommend performance improvements
- Performs advanced end-to-end support utilizing industry best practices
- Serves as lead resource on teams
- Performs advanced system administration functions
- Develops, documents, publishes and provides advanced communications
- Provides advanced and escalated technical support
- Performs complex hardware, software, and applications support and preventative maintenance
- 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