What are the responsibilities and job description for the Technical Support Analyst I position at Brethren Mutual Insurance Company?
Job Description
Job Description
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.
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