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Job Summary

The IT Analyst will serve part in the initial point of contact for all Information Technology related support requests. Scope of requests include end user support on enterprise systems, computing, telecommunications, audio/video, multi-function printers and general office equipment that enable workflow processes within and across the organization.

Responsibilities:

Primary:

  • Provide first level support for users in the field/office relating to all IT services. Provide administrative and technical support on systems installed on users’ machines, network servers, and applications hosted by service providers.

  • Answer service desk phone calls, and log phone, walk-up, and email requests into work order tracking system. Set work order priority and follow procedure for target resolutions.

  • Resolve issues whenever possible and alert appropriate technical staff whenever issues cannot be resolved in a timely manner. Assign to escalated technician with updated status and discuss problems with the appropriate technical staff.

  • Ensure relevant information concerning troubleshooting and resolution is updated in the tracking system in a timely manner. Verify with users that the issue is resolved and close work order as appropriate.

  • Provide end-user support on audio/visual equipment. Schedule A/V resources and ensure users are familiar with setup and operation Track status of outstanding issues and provide regular updates to appropriate IT staff.

  • Maintain and monitor status of office printing equipment and coordinate with vendor to ensure adequate supplies are on hand to maximum operational up-time.

  • Maintain and make recommendations on inventories of desktop resources, shelf stock, and spare computers, components and peripherals.

  • Assist with the diagnosis and correction of Level 2 issues and the implementation of design changes.

  • Provide game day coverage as part of the IT team game rotation and during special events such as concerts.

  • Continuously consider and recommend ways to improve service delivery.

  • All other duties as assigned by the Director, IT Services.

Secondary:

  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

  • Remain abreast of advances in the personal computer and networking industry and make recommendations to technical staff on appropriate technology.

  • Assist in coordinating the evaluation, selection, purchase, setup and deployment of new laptops and other hardware to maintain efficient technology refresh cycle and optimal use of IT resources

  • Work with the Service Desk team to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

  • Provide and recommend training for users in basic PC operations and applications.

  • May require travel to training locations as additional coverage is needed.

POSITION REQUIREMENTS

Required:

  1. Associate or Technical degree in Information Systems.

  2. A+ Certification.

  3. Minimum of one (1) year experience with demonstrated ability to explain technical concepts to non-technical personnel.

  4. Knowledge of Windows/Mac platforms, Microsoft Office products and a basic understanding of network infrastructure and protocols.

Desired:

  1. Minimum of two (2) years experience in general service desk applications.

  2. Minimum of two (2) years supporting Microsoft Windows/macOS based computers, Microsoft Office products and basic understanding of network infrastructure and protocols.

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