The IT Support Analyst I provides a first point of contact for end-users to receive support and maintenance within the organization's computing environment.
The roles of this position include installing, diagnosing, repairing, maintaining, and upgrading all computer hardware and software to ensure optimal performance.
This position troubleshoots network performance issues, provides administrative software support and participates in network systems implementation projects.
In addition, resolves web access, printing and related end user problems and is the primary contact for helpdesk issues.
Set-ups and installs software on new and PC's requiring rebuilds.
Performs end user software operational training.
Essential Duties
• Functions as first line of technical support for end-users.
• Installs and configures all workstations and performs duties relating to support and maintenance of those workstations including but not limited to:.
• Maintains PC operating systems.
• Assists and works with third party vendors to resolve software errors and hardware malfunctions.
• Troubleshoots and resolves end user printing problems.
• Manages end user Virus Protection software.
• Maintains PC operating systems.
• Assists and works with third party vendors to resolve software errors and hardware malfunctions.
• Troubleshoots and resolves end user printing problems.
• Manages end user Virus Protection software.
• Setup new users in AD and iSeries and equips them with all programs, PC, Monitors, printer, phones etc needed.
• Backs up and restores workstation data as needed.
• Promotes code changes to production environments using change management software.
• Conducts basic end user training.
• Maintains proper documentation for workstation installation and configurations for each department.
• Rebuilds PC's with updated operating system and required software.
• Assists in setting up and maintaining the Virtual Desktop Environment for the users.
• Serves as a "backup" for other team members, seeks cross-training in their areas of expertise, and performs their duties in their absence.
• Reviews end of day, end of month, end of quarter, and end of year spool file listings to verify that all jobs executed successfully.
• Coordinates the computer operations function with other departments.
• Actively participates in the annual business recovery exercise.
• Receives and responds as necessary to e-mail alerts from the iSeries.
• Reviews/monitors server event logs daily and responds appropriately to presented situations.
• After hours/weekend work may be required for system maintenance and upgrades.
• Serves as primary back-up to night computer operator.
• Work with, mentor and train the IT/Ops interns.
• Performs other duties as assigned.
Basic Qualifications
• H.S.
Diploma and education or equivalent experience will be considered
• A minimum of four (4) years of experience in equivalent position desired.
• Knowledge of VMWare VDI Software.
• Knowledge of personal computer hardware, operating systems and various third party software.
• iSeries AS/400, V5R3 or similar O/S knowledge.
• Proficient reading, writing, grammar, and mathematics skills.
• Proficient verbal and written communication skills as well as interpersonal skills.
• Strong knowledge of Microsoft Office products (Word, Excel, Power Point, Outlook, Adobe).
• Knowledge of various office machines.
Must be able to successfully pass a criminal background check.