What are the responsibilities and job description for the Technical Support Analyst position at Global Technical Talent, an Inc. 5000 Company?
Job Title: Technical Support Analyst
Location: Detroit, MI
Position Type: Contract
Work Type: Onsite
Job Description:
Essential Duties:
Function of the work area and how this position fits into that function:
Duty 1
General Summary of Duty 1 % of Time 40
Duty 2
General Summary of Duty 2 % of Time 35
Duty 3
General Summary of Duty 3 % of Time 15
Duty 4
General Summary of Duty 4 % of Time 10
Education/Experience Requirements:
Education:
Information Technology Programmer/Analyst P11/12
Experience:
Information Technology Programmer/Analyst P11
Alternate Education and Experience:
Information Technology Programmer/Analyst P11 - 12
Location: Detroit, MI
Position Type: Contract
Work Type: Onsite
Job Description:
- This position serves as an analyst performing a wide range of professional assignments in an Information Technology environment.
- Serving as a technical expert, provides problem diagnosis, implementation, administration, support, and maintenance of computer hardware, software, and network products.
- Analyst provides on-site or remote access diagnosis and resolution of computer hardware and software problems using a highly integrated and specialized set of diagnostic tools with elevated privileges.
- The position also serves to lead, coordinate, and oversee teams that work on processes, procedures, and technical specifications; plans, and designs and oversees analytical and technical assignments and the implementation of computer hardware, software, and network components.
Essential Duties:
- Communicate effectively, both orally and in writing, with users, unit staff and Managers
- Maintain a broad system knowledge, knowledge of computer-related equipment, and end-user software
- Analyze operational problems
- Investigate alternative solutions and potential risk
- Initiate corrective action
- Record and report status
- Teach and assist other staff and users
- Project management
- Server support
- Telecommunications support
- Database systems support
- Enforce security standards
Function of the work area and how this position fits into that function:
- Provide support to the agency end users to maximize the productivity and efficiency of their computer-related equipment and processes.
- This position serves as a technical analyst in the implementation of computer technology and automation initiatives.
Duty 1
General Summary of Duty 1 % of Time 40
- Serves as a technical expert and provides problem diagnosis, implementation, administration, support, and maintenance of computer hardware, software, and network products.
- Provide on-site or remote access diagnosis and resolution of computer hardware and software problems using a highly integrated set of diagnostic tools and techniques utilizing a specialized set of diagnostic tools and elevated privileges.
- Research, analyze, develop,p and document solutions new processes, and procedures to implement new solutions for use by technicians to meet future problem-resolution needs.
- Serve as technical experts providing support to other technicians.
- Administer, implement, and provide technical support for applications and associated hardware used in a client-server environment utilizing a specialized set of diagnostic tools with elevated privileges.
- Administers and implements automated data processing systems and computer application programs.
Duty 2
General Summary of Duty 2 % of Time 35
- Lead, coordinate and oversee teams that work on processes, procedures, and technical specifications.
- Plan, design, and oversee analytical and technical assignments, and implementation of computer hardware software and network components.
- Provide planning, design, and implementation of computer hardware, software, and network components.
- Lead in the development of processes and procedures to be used by IT technicians in the division and elsewhere in DTMB.
- Develop operational and installation procedures to be used by other staff for communication systems, hardware, network, security, storage, and software.
- Analyze the need for, and develop, document, implement, and monitor information technology quality assurance standards.
- Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.
- Maintains records and prepares reports and correspondence related to the work.
Duty 3
General Summary of Duty 3 % of Time 15
- Maintain, administer, and support remote application and file servers, network operating systems, and local area networks in partnership with other areas of DTMB.
- Troubleshoot Local Area Network connectivity issues through cables, switches, and hubs.
- Administer network groups, users, and rights associations.
- Monitor and maintain local server backup systems.
- Assist in the rebuild of failed servers, including installation of hard drives, rebuilding network operating systems, and restoring backed-up files.
- Set up, support, test, and troubleshoot print servers.
- On-site support for installation of Telecommunication hardware.
- Install and troubleshoot wiring and associated devices including transceivers, switches, hubs and routers.
Duty 4
General Summary of Duty 4 % of Time 10
- Other duties as assigned.
- Including local database administration, enforcing security standards, and virus/spyware remediation.
- Pursuing technical training and specialized client training in order to service all agency clients within a service area.
- Provide updates on patches and virus repair.
- Seek out and attend relevant technical training.
- Attend special training sessions required by client sites to provide complete IT service.
- Carry out the directives of Management in support of providing customer service to clients of DTMB.
Education/Experience Requirements:
Education:
Information Technology Programmer/Analyst P11/12
- Possession of a Bachelor's degree with 21 semester (32 term) credits in one or a combination of the following: computer science, data processing, computer information systems, data communications, networking, systems analysis, computer programming, information assurance, IT project management or mathematics
Experience:
Information Technology Programmer/Analyst P11
- No specific type or amount is required.
- Two years of professional experience equivalent to an Information Technology Infrastructure or Programmer/Analyst P11
Alternate Education and Experience:
Information Technology Programmer/Analyst P11 - 12
- Possession of an associate's degree with 16 semester (24 term) credits in computer science, information assurance, data processing, computer information, data communications, networking, systems analysis, computer programming, IT project management, or mathematics and two years of experience as an application programmer, computer operator, or information technology technician; or two years (4,160 hours) of experience as an Information Technology Student Assistant may be substituted for the education requirement.
- The educational level typically acquired through completion of high school and four years of experience as an application programmer, computer operator, or information technology technician, or four years (8,320 hours) of experience as an Information Technology Student Assistant may be substituted for the education requirement
