Technical Analyst I

Information Technology

Provides day-to-day hands-on support to the organization's end-user laptops, desktops, mobile devices, and applications. Interfaces directly with internal customers and various departments, troubleshooting user desktop issues to resolution. Other areas of responsibility are LAN support, break/fix, software/hardware upgrades, patch management, Anti-Virus management, image management, application installs, user support and training, etc


Assists in maintaining computer systems; installs and supports software applications and peripheral equipment; sets up users and security settings; researches user inquiries and new technology; troubleshoots and resolves computer operating, software/hardware, database problems and provides technical support as requested; communicates with vendors to resolve issues; provides information to staff and users, and prepares and maintains documentation for processes, policies, and procedures related to computer systems and operations; tests new software with various operating systems; updates software for users as released by vendor; monitors and updates usage to ensure security of data and access privileges when program modifications are performed; provides offsite support, training, and technical advice.


Essential Job Functions:

  1. Laptop/desktop Deployments, configuration, and Break/Fix (Windows and Macs)
  2. Printer / Fax Deployments and Break/Fix
  3. Wireless Devices Deployment and Support
  4. Hardware/Software installs and upgrades
  • Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users; recommends and implements corrective solutions, including off-site repair for remote users as needed.
  • Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels.
  • Assesses the need for and implements performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, etc.
  • Collaborates with Technical Analyst II to ensure efficient operation of the desktop computing environment.
  • Where required, administers and resolves issues with associated end-user workstation networking software products.
  • Receives and responds to incoming calls, e-mails, and/or help desk systems regarding desktop problems.
  • Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
  • Maintains an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
  • Accurately documents instances of desktop equipment or component failure, repair, installation, and removal.
  • Assists in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
  • Writes technical specifications for purchase of PCs, desktop hardware, and related products.


MINIMUM QUALIFICATIONS


Education:

Bachelor’s degree in networking and technical support and/or equivalent related education, certifications, and experience. 

Experience:

  • Minimum of 1 year in a desktop support / help desk role, providing technical support to users in a medium-size company.
  • Proficiency in deployment, configuration, and troubleshooting of Microsoft Windows client operating systems (including Windows XP, Windows 7, or Windows 8)
  • Thorough understanding of basic networking principles. (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 2010)
  • Excellent communication and interpersonal skills.
  • Ability to multitask and support work in a fast-paced environment
  • Ability to track, resolve, and document root causes of user technical problems. 
  • Experience writing and communicating technical requirements for new and ongoing projects. 


Certificates, Licenses, Registrations:  

CompTia A+ certification required. CompTia Network+ and Security+ a plus.


COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical 

  • Synthesizes complex or diverse information;
  • Collects and researches data; 
  • Uses intuition and experience to complement data; Designs workflows and procedures.

Design 

  • Generates creative solutions; 
  • Translates concepts and information into images; 
  • Uses feedback to modify designs; 
  • Applies design principles; Demonstrates attention to detail.

Problem Solving 

  • Identifies and resolves problems in a timely manner;
  • Gathers and analyzes information skillfully;
  • Develops alternative solutions; 
  • Works well in group problem-solving situations; 
  • Uses reason even when dealing with emotional topics.

Project Management 

  • Develops project plans; Coordinates projects;
  • Communicates changes and progress; 
  • Completes projects on time and budget; 
  • Manages project team activities.

Judgment 

  • Displays willingness to make decisions; 
  • Exhibits sound and accurate judgment; 
  • Supports and explains reasoning for decisions; 
  • Includes appropriate people in decision-making process; 
  • Makes timely decisions.

Quality 

  • Demonstrates accuracy and thoroughness; 
  • Looks for ways to improve and promote quality; 
  • Applies feedback to improve performance; 
  • Monitors own work to ensure quality.


Physical Demands:

  • Ability to stand, sit or walk for extended periods of time
  • Ability to stoop, kneel, crouch or crawl
  • Reaching by extending hand(s) or arm(s) in any direction
  • Communications skills using the spoken word
  • Ability to see within normal parameters
  • Ability to hear within normal range
  • Ability to move about
  • Ability to lift up to 10 pounds


Working Environment:


        Quiet, professional office.

Powered By GrowthZone