Technical Support Analyst

Job Information

Job Title: Technical Support Analyst I

Department: Information Technology

Reporting Relationship: Systems Support Supervisor

FLSA Status: Exempt

Grade: H

 

General Responsibilities

Responsible for daily supporting the organization’s end-user laptops, desktops, mobile devices and applications. Interface with internal customers and various departments, troubleshooting user desktop issues to resolution. Assist in maintaining computer systems; install and support software applications and peripheral equipment; set up users and security settings; research user inquiries and new technology; troubleshoot and resolve computer operating, software/hardware and database problems; communicate with vendors to resolve issues; provide information to staff and users, prepare and maintain documentation for processes, policies and procedures related to computer systems and operations; test new software with various operating systems; update software for users as released by vendor; monitor and update usage to ensure the security of data and access privileges when program modifications are performed; provide offsite support, training and technical advice.

Essential Job Functions

1. Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users; recommends and implement corrective solutions, including off-site repair for remote users as needed.
2. Install, configure, test, maintain, monitor, document, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
3. Assess needs and implement performance upgrades to PC desktop boxes, including installing CPUs, I/O and NIC cards, hard drives, RAM, etc.
4. Collaborate with IT team members to ensure efficient operation of the desktop computing environment.
5. Administer and resolve issues with associated end-user workstation networking software products.
6. Receive and respond to incoming calls, e-mails, and help desk systems regarding desktop problems.

Essential Job Functions Con't

1. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
2. Assist in maintaining an inventory of all monitors, laptops, desktops, iPads, printers and other components and equipment.
3. Document desktop equipment or component failure, repair, installation, and removal instances.
4. Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

Essential Job Functions Con't

1. Write technical specifications for purchasing PCs, desktop hardware and related products.
2. Create user accounts and update user access.
3. Maintain software assignments thru updates, upgrades and maintenance.
4. Work an on-call rotating schedule outside the regular schedule on a rotating basis.

1. Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, and local, state, and federal laws and regulations.
2. Ensure that PHI/ePHI of employees, plan participants, patients, and other assigned individuals is maintained and transmitted securely and legally.
3. Perform all work safely in accordance with established safety policies and procedures. Comply with all safety and health standards and guidelines issued by management.
4. Perform other duties as assigned.

Education

Associate degree in a technical support field required. Bachelor’s degree preferred.

Experience

Two (2) years experience in desktop support or help desk, providing technical support to users in a medium size company.

• • • Proficient in imaging, deployment, configuration, and troubleshooting of Microsoft Windows
    • Basic networking principal knowledge. (including IP addresses and network cabling)
    • Experience troubleshooting Intel-based PC hardware components and peripherals. (including SATA, USB, CPU, PCI)
    • Experience troubleshooting PC-compatible productivity suites in a medium size business. (including Office 365)
    • Experience in Active Directory, Azure and SCCM (or some other similar tool) and 3rd party patching preferred.
    • Experience writing and communicating technical requirements for new and ongoing projects

Certificates, Licenses, Registrations: 

• • • Valid driver’s license required
    • CompTIA A+ certification preferred
    • CompTIA Network+ and Security+ preferred

Supervision

None

Physical Demands

• Ability to stand, sit or walk for extended periods
• Ability to stoop, kneel