Are you looking for an opportunity to use your technical, customer service, and problem-solving skills in a tier II support position that allows for continued growth and development? The Customer Support Services unit of our Information Technology Department is seeking a Technical Systems Analyst to join our desktop support team to focus on MS Windows and application technologies.
Work assignments are varied and of greater scope and complexity, often involving testing and troubleshooting to identify problems and solutions. Under limited direction, incumbents analyze, troubleshoot, repair, and maintain computer systems and peripheral equipment related to computer and network hardware and software. Perform setup, installation, configuration, scripting, and deployment of PC hardware and software to business areas in accordance with local and enterprise guidelines.
Support and administer audio-visual and mobile device equipment, working with vendors. Provide customer training as needed in these areas.
Provide 24 x 7 on-call support in a rotation with the team. Troubleshoot, diagnose, and resolve desktop, audio visual, mobile device, hardware, and software issues. Initiate and complete outcome investigations for problems and projects as appropriate.
Coordinate small to medium sized automation services projects or phases of projects. Participate in technology initiative projects of low to moderate complexity which may include new builds, purchased solutions, and other automation efforts.
Consult with business area management on technical needs related to client workstations, hardware, software, mobile devices, video conferencing, or other technologies.
Develop and maintain documentation for technical support procedures, complex tasks, and projects.
Plan and execute package deployments and updates to workstations. Perform scripting and packaging of software deployment updates via SCCM and/or BigFix. Altiris experience would be considered.
Responsible for workstation security vulnerability management and support.
Develop and maintain tools used by the team for preventative maintenance, remote software distribution, security vulnerability remediation, device health reporting, and task automation.
Monitor and verify IT compliance changes with applicable new and existing policies, procedures, and standards.
Use Remedy and provide status updates to users and management. Provide dependable and attentive support of restoration and service request tickets while prioritizing your workload. Independently and proactively address and resolve open tickets.
Perform other duties as assigned.
Bachelor`s degree or equivalent combination of education and experience with coursework in related field of technology. Microsoft Certified Professional (MCP) and/or Microsoft Certified Systems Administrator (MCSA) preferred.
Minimum 4 years of related technical support to include experience in three or more of the following areas: installing, troubleshooting and repairing PC hardware, software, and the MS Office desktop suite. (7 years of experience required for level III.)
Must have advanced skills and knowledge in the following areas: PC hardware, Windows operating systems, software, mobile computing devices, peripheral equipment, video-conferencing systems, networking principles and functions, SCCM, BigFix, and multiple Windows-based operating system platforms.
Strong technical troubleshooting skills and a working knowledge of current technologies.
Excellent customer service skills, oral and written communication skills and ability to communicate technical issues.
Strong organizational skills, the ability to multi-task, and the ability to prioritize work and meet deadlines.
Ability to perform work autonomously and/or in a team environment.
Ability to lift/carry up to 50 pounds.
- Travel Percentage: 5%