IT Support Analyst - Information Technology Department

Position Summary: Applies systems analyst techniques and procedures to provide assistance in information system hardware and software administration. Installs voice and data workstations and provides user support for both. Coordinates work projects via automated help desk. Provides support for all users. Makes recommendations for improvements in computer system. Reviews, evaluates and tests programs and vendor supplied software packages to ensure that they meet objectives, specifications and users needs. Assists users to resolve computer related problems, such as inoperative hardware or software. Works as part of a team in the administration of services Local and Wide Area Network (LAN/WAN).Principal Responsibilities:Provides helpdesk service by assisting users with software and hardware issues and provides training, as warranted.Handles all incoming calls to the help desk via phone, email and "walk-in"Monitor and follow up tickets in help desk queueMonitor and follow up calls in email queueFollow up to closed tickets to ensure customer satisfactionProvide resolution and assistance to Windows operating system related problemsDiagnosis and removal of malware (viruses, spyware)Provide resolution and assistance to standard supported applications: MS Office, Chrome, Internet Explorer, Antivirus and other supported proprietary applications and systemsLog and update all calls into Ticketing SystemDocument and assign call tickets to related groups for further supportOnsite troubleshooting of the LAN network and repair of PC laptops, desktops, mobile devices and related software including Microsoft OfficeProvides solutions through the use of desktop applications such as Microsoft Office. Installs and configures file servers.Applies service packs as they become available.Creates and maintains user accounts and security.Regularly updates virus signature.Monitors network and takes corrective measures to head off potential problems.Installs and configures workstations and software applications, printers, and other devices relating to client workspace, according to agency standards.Installs, configures, maintains, and troubleshoots workstation-telephones using the Mitel Graphical User Interface.Sets-up, maintains, and troubleshoots voicemail.Provides technical support for outreach center (networks and workstations) by telephone or visiting each site as the need arises.Manages the online help desk and ticket tracking system; serves as the first responder and provides regular reports of staff needs and the services provided to support them.Adhere to organizations standards by completing annual mandatory trainings in a timely manner on topics including - but not limited to - Sexual Harassment Prevention Training, IT Security Awareness, Compliance, OSHA, HIPAA and any other training the organization may deem necessary in regards to regulatory compliance or good business practices.Supports organizations mission by striving for excellence in all aspects of their job with a focus on positive interpersonal relationship with co-workers.Adheres to the organizations policy in regards to absenteeism and appearanceAdheres to organizations standards by completing annual mandatory trainings in a timely manner on topics including - but not limited to - Sexual Harassment Prevention Training, IT Security Awareness, Compliance, OSHA, HIPAA and any other training the organization may deem necessary in regards to regulatory compliance or good business practices.Supports organizations mission by striving for excellence in all aspects of their job with a focus on positive interpersonal relationship with co-workers.Adheres to the organizations policy in regards to absenteeism and appearance and health and safety standards.Salary Range: $50,000 - $57,500 per year commensurate with experience. Job Competencies & Minimum QualificationsB. S. in Computer Information Systems and Microsoft Certified System Engineer (MCSE) preferred but may be substituted by 4 years of system administration experience.Ability to troubleshoot hardware and software problems, and knowledgeable on software installations; proficient knowledge in user application such as Microsoft Office and Office 365Ability to work independently and as part of a teamIndustry recognized Help Desk Certification or help desk environment experience preferredWindows 7 / 10 expertise; strong knowledge of Windows operating systemsA+ Certification or relevant experience with network & networking software and tools including; Active Director, Exchange, VMWare, SQL Server, Managed File Transfer services, Azure and secure remote access.Excellent verbal, mathematical, and written skillsExcellent customer service skillsAble to multi-task and work independently with a great attention to detailWorking ConditionsBusiness office environment with phone and computer use.Must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Created: 2024-11-20