What are the responsibilities and job description for the Desktop Support Analyst position at Metropolitan St. Louis Sewer District?
Under general direction, assist in the support of desktop technology in person, by telephone, or via e-mail in accordance with established service levels across multiple locations.
Essential Functions:
- Via phone or at the customer's premises, install, upgrade, configure, and trouble-shoot problems with software/hardware and peripheral components such as monitors, keyboards, printers, and scanners; assist users in the operation of applications providing necessary training and support.
- Interface with Information Systems staff to provide a resolution on system and printer problems.
- Ensure call documentation is complete, accurate and up to date.
- Maintain required documentation of department's application and equipment; maintain desktop inventory.
- Maintain confidentiality and integrity of District records and procedures; coordinate with IT staff to work problems to closure.
Additional Responsibilities:
Perform related work as required or as delegated by supervisor.
QUALIFICATIONS: Training and Experience:
- Bachelor's degree in Information Systems, Associate degree and 2 years of experience in a technical support role, OR At least 4 years of experience in a technical support or helpdesk role.
- Proficiency with current Windows Operating System
- Experience with Active Directory and Exchange
- Experience with O365 Administration and Troubleshooting,
- Knowledge and experience supporting, troubleshooting, and configuring PC Hardware, End-User desktop support, mobile device support, email support, phone support, etc.
- Must possess a valid driver's license issued by the state in which the employee resides.
Desirable Knowledge, Skills and Abilities:
- Experience with Intune
- Ability to multi-task and handle interruptions while maintaining flexibility in work assignments.
- Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude.
- Ability to life and/or move computer equipment and boxes.
- Knowledge of Microsoft Windows OS and Microsoft Office Suite. Ability to maintain professional communication by phone, email, and in person with lawyers, administration, support staff, and IT staff.
- A Certification, knowledge of Cisco video conference solutions, and prior experience working for a professional service organization preferred.
*** This role requires local travel across 3 locations; includes mileage reimbursement when personal vehicles are used. ***
SPECIAL REQUIREMENT:
Pursuant to MSD's "Substance Abuse Policy and Procedures," this position has been designated as non-safety sensitive and candidate must pass a Non-D.O.T. Drug Test for this position. Employees occupying this position are not subject to Federal (D.O.T.) Drug and Alcohol Testing Regulations.
Employees of MSD must have a "Meets Expectations" on their current performance review.
