IT Desktop Support Analyst I / II

Desktop Support Analyst I

Department: Information Technology

Reports To: Director of Information Technology

FLSA Status: Non-Exempt (Hourly)

JOB SUMMARY

Under limited supervision, provides accurate and efficient technical support, installation, implementation, maintenance and training service to users. Maintains IT related systems, including computer workstations, fax/phone systems, printers, networking & data communications, and other related software. Responds to emergency IT situations during off-hours as required. Provides Tier 1 support to the organization.

ESSENTIAL JOB FUNCTIONS:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Duties include but are not limited to:

• Provides front-line technical support for IT computers, software and related systems. Performs installations, upgrades and backups of software and hardware applications. Configures workstations desktops, laptops, phones, printers and mobile devices. Maintains equipment inventory and distribution.
• Investigates and resolves users' computer software and hardware problems in an efficient and expedient manner.
• Maintains and stocks spare PC and network parts; make repairs or adjustments to computers, network hardware and peripheral equipment.
• Answers operational questions clearly and succinctly, and resolves problems, applying knowledge of computer software, hardware and procedures.
• Provides technical support by phone, remote control software, and in person as necessary. Responds to support tickets and makes appropriate documentation for work completed. Supports other team members as needed. Responds to emergency technology needs during off-hours as required.
• Analyzes, reviews, and alters computer systems to maintain and increase operating efficiency and system resources, minimize support and maintenance or adapt to new requirements.
• Trains users on software, hardware, and operating systems; utilizing appropriate training material or arranges training with training coordinator.
• Communicates and works cooperatively with supervisor, employees, other departments, contractors, vendors, and any other individuals as needed to coordinate work activities, exchange information, or resolve problems.
• Performs root cause analysis and develops checklists for typical problems.
• Documents internal policies and/or develops training material for end-users.
• Keeps abreast of new developments in field; includes self-study and company provided training.
• Performs other related duties as assigned to ensure effective operation of department.

MINIMUM QUALIFICATIONS:

Desktop Support Analyst I: A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, or processing of information in a data processing environment or related systems. A degree in a related field may be substituted for the required experience on a year-for-year basis. Certifications Required: CompTIA A or CompTIA Network . Must possess and maintain a valid SC driver's license.

Desktop Support Analyst II: A bachelor's degree and experience in automation system design, installation, operation, or repair. Related experience may be substituted for the bachelor's degree on a year-for-year basis. Certifications Required: Microsoft 365 Certified: Endpoint Administrator Associate. Must possess and maintain a valid SC driver's license.