Technical Analyst I - Help Desk/PC Technician

Performs Tier I technical end user device and application support. As an entry level position, will be cross-trained in both the Support and Technical functional areas within Technical Services.  Uses analytical and problem-solving skills to identify and resolve issues in a cross-functional team environment.  Provides computer related technical guidance and knowledge to users.  

Performs technical work providing support in the installation and maintenance for End user devices and Tier I application support under the direction of the Application Services Team.  Applies proper hardware configurations of Operating Systems and software packages.

• Apply analytical and problem-solving skills in identifying and resolving computer related issues.
• Communicate effectively with team members, department technical contacts and users on work order requests, including follow-up status and resolutions.
• Maintain and update documentation of end user device procedures that could include technical support data
• Maintain disaster resilience data and contacts information as part of the organization’s disaster resilience communications process.

Support functional area:

• Maintains related supplies inventor And spare technology equipment.
• Receives technology parts, equipment and software deliveries for the department.  
• Provide Tier 1 technical support to end-users via phone, email, remote assistance, or chat for IT equipment, IT managed systems, and access management.
• Document and track all support requests in the helpdesk ticketing system.
• Escalate complex issues to higher-level support staff as necessary. Identify and prepare computers for disposal when appropriate. Ensure computers are stripped and secured before disposal

Technical functional area:

• Provide computer hardware and software support on multiple platforms including installation, configuration, maintenance, patching and troubleshooting
• Assist with installation and troubleshooting County approved computing software such as Office, Adobe, Internet browsers, etc.
• Communicate effectively with vendors and technicians for external repairs, perform necessary follow-ups
• Schedule and coordinate the delivery and installation of microcomputer hardware, software and peripheral equipment.
• Assist with testing and evaluation of new computer hardware 
• Assist in fabricating and installing data cables and cabling.
• Provide first-line technical support for mobile devices (smartphones, tablets, etc.) to end-users.
• Assist with the setup, configuration, and deployment of mobile devices.
• Perform basic troubleshooting and problem resolution for mobile device issues.
• Enroll devices in the MDM system and ensure compliance with organizational policies.
• Maintain accurate inventory records of all mobile devices.
• Provide assistance with app installations and configurations.
• Document and escalate issues to Tier II support as necessary.

Education:
Required:  High School diploma or equivalent supplemented by technical training or college courses related to the Information Technology field.
Preferred: Windows OS Fundamentals or similar training
 
 
Experience:      
Required:  One (1) year or more years of related experience
 
 
Certifications/ Licenses:
Required:  Valid Virginia driver’s license with good driving record.
 
 Knowledge, Skills and Abilities:

• General knowledge of microcomputer hardware, LANs, Microsoft Operating Systems, and office automation software.
• Knowledge of software including but not limited to Microsoft Office, Adobe Professional, e-mail systems and work order tracking.
• Knowledge of modern information systems operations processing techniques, capabilities and operating requirements of various computer platforms.
• Knowledge of Microsoft Active Directory.
• General knowledge of inventory and distribution procedures.
• Knowledge of network based systems, and/or enterprise systems solutions and architecture.
• Experience in operation, repair and installation of microcomputer equipment.
• Strong ability to use independent judgment, manage and prioritize multiple tasks and assignments.
• Strong customer service orientation, with excellent listening and elicitation skills.
• Experience at working both independently and in a team-oriented, collaborative environment.
• Skilled in technical hardware problem solving.
• Skilled in configuring systems software and hardware components.
• Skilled in providing technical support via multiple channels (email, phone, instant messaging, remote desktop, etc.).
• Ability to diagnose and repair microcomputers, printers, communications, and network equipment.
• Ability to read and interpret technical manuals for systems and products in the installation, operation, and support of end user equipment and solutions.
• Ability to perform computer devices and related software troubleshooting and diagnostics, both on software and hardware problems
• Ability to analyze and solve problems with keen attention to detail.
• Ability to follow verbal and written instructions.
• Ability to communicate technical information clearly and effectively and translate technical terminology into a simple, non-technical language.
• Ability to handle business critical or time sensitive issues.
• Ability to manage high volume daily tasks while maintaining responsiveness to users.
• Ability to document technical solutions within a work request/ technical information database.

 Additional Requirements:       
Subject to a complete criminal history background search with acceptable results.  Must also be able to perform the job as described in the Physical and Environmental Demands section of this job description.
 
Supervisory Responsibilities:               
None

Salary : $45,723 - $50,295