Helpdesk Systems Analyst

Position Summary:

This role involves providing first-hand technical support to users experiencing difficulties with computer applications, networks, and other ITS infrastructure. The analyst will consult with staff to guarantee full functionality of systems and applications, design and test hardware and software based on staff consultations, and document systems and applications. Additionally, the analyst will collaborate with the ITS team to determine suitable hardware and software solutions, assist with audio and visual setups for meetings and events, and maintain detailed records of support issues using the ticketing system.

Essential Duties and Responsibilities:

• Consult with staff to ensure that systems and applications are fully functioning.
• Design and/or test systems and/or software based on consultation with staff.
• Documentation of systems and/or applications.
• Consult with staff and ITS team to determine appropriate hardware and software solutions.
• Troubleshoot, train, and assist with all hardware and software.
• Assist with meetings and events with audio and visual setup and support.
• Travel to remote locations within Palm Beach County to provide technical services.
• Provide technical support to users experiencing difficulties with computer applications, networks, and other ITS infrastructure.
• Communicate with clients to resolve technical issues and ensure personnel can utilize the necessary systems and software.
• Using the ticketing system, keep detailed records of specific issues they were asked to assist with and update the service tickets.
• Install, configure, and maintain computer hardware and software.
• Stay informed about new product releases and trends that may be useful to the company.
• Other duties as assigned.

The duties and responsibilities described are not a comprehensive list, and additional tasks may be assigned to the employee from time to time at the Federation’s discretion. Employment is at-will, and this job description is not an employment contract. Nothing herein shall be deemed to create an employment contract in any way whatsoever.

Qualifications and Success Factors

• A valid Florida driver’s license must be maintained throughout employment.
• Able to lift 50 pounds or more significantly, as needed.
• 2-3 years enterprise desktop/infrastructure support experience preferred, and a bachelor's degree in Computer Science and/or applicable technical certifications or equivalent combination of education and experience preferred.
• Experience with audio/visual equipment is preferred.
• Experience with cloud-based technology and systems is preferred.
• Experience with Office365 environment is preferred.
• Demonstrated proficiency working in Microsoft network environments.
• Excellent Windows-based PC troubleshooting skills are required.
• Experience with VOIP phone systems.
• Experience with Teams/Zoom and/or other teleconference systems.
• Familiarity with OBS Studio is a plus.
• Honest and trustworthy and able to build trusted relationships.
• Self-motivated with a strong sense of ownership.
• Excellent customer service skills and ability to communicate effectively with people at various levels of technical knowledge.
• Attention to detail with an organized and methodical approach to work, documenting work in approved organizational systems.
• Flexible and able to deal with change and a busy workload. Some events will be handled after hours or on the weekend; rotating on-call responsibility is also required.
• Ability to prioritize workload and work with minimal supervision.

Performance Metrics:

1. Consultation Efficiency: Measure the average time taken to consult with staff and ensure systems and applications are fully functioning. This can be tracked through IT support ticket systems, noting the time from ticket creation to resolution.

2. Design and Testing Accuracy: Evaluate the number of successful system and software designs and tests conducted versus the total number attempted. This metric can be derived from project management tools and testing reports.

3. Documentation Quality: Assess the completeness and clarity of systems and applications documentation. This can be done through peer reviews or audits of the documentation against a predefined checklist.

4. Solution Implementation Rate: Track the number of hardware and software solutions successfully implemented after consultation with staff and the IT team. This can be monitored through project completion reports or IT inventory systems.

5. Troubleshooting Success Rate: Calculate the percentage of technical issues successfully resolved on the first attempt. This information can be gathered from IT support ticket systems.

6. Training Effectiveness: Measure the effectiveness of training provided to staff on hardware and software use. This could be evaluated through post-training surveys or quizzes to assess knowledge retention.

7. Audio/Visual Support: Monitor the success rate of audio and visual setup and support during meetings and events. Feedback forms from event participants can provide insights into this metric.

8. Remote Technical Services: Track the response time and resolution rate for technical services provided to remote locations within Palm Beach County. This can be recorded in a service log or remote support tool.

9. User Support Satisfaction: Gather user feedback on the technical support provided to gauge satisfaction levels. This can be done through satisfaction surveys sent after support interactions.

Work Environment:

Position is eligible to work from home occasionally in accordance with Federation policies. When working from home, employee must:

• Follow all Federation policies and procedures,
• Be available to other employees during Federation’s normal business hours,
• Not work from a public place (e.g., coffee shop, library, etc.) and/or join a public, unsecure wi-fi network when working with sensitive or confidential information,
• Coordinate with IT department to maintain appropriate computer equipment and connectivity.

Pay Rate:

In addition to benefits, the hourly rate for this role ranges from $24 to $26 per hour. We benchmark our salary ranges for new hires in relation to the role, level, and role location; however, we consider a multitude of factors, to include relevant experience, skills, and education/training, to determine compensation within the identified range.

The Jewish Federation of Palm Beach County is an Equal Opportunity Employer.

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time at the Federation’s discretion. Employment is at-will, and this job description is not an employment contract, and nothing herein shall be deemed to create in any way whatsoever an employment contract.