Technical Support Analyst -Bismarck

Overview

Interested applicants must submit a cover letter and resume. This Technical Support Analyst I position assists with user computer hardware, printers, scanners, and software. This is a career ladder position with potential for advancement to level II and III positions. If you thrive on being the go-to tech wizard on solving computer problems and find customer service rewarding, this opportunity may be right for you.

• Enjoys analytical thinking and problem-solving.
• Easily engages and communicates with empathy when interacting with customers.
• Finds it rewarding to provide the customer a good experience.
• Ability to learn quickly and desire to continuously learn.
• Aptitude with technology and relating technological aspects of the problems of the users.

If this position interests you and you are not sure if you meet the minimum qualifications of this position, please contact John Tassava, IT Director, at  or jtassava.

Title of Immediate Supervisor:
Deputy Director of Technology

Accountable For (Job Titles):
None

FLSA Status:
Non-Exempt

• Installs, maintains, and configures user Windows computers and associated hardware.
• Installs and assists in the maintenance or workstations by installing applications, updating software, and troubleshooting network access problems across the Wide Area Network (WAN). Addresses problems and provides workstation phone support through the help desk system.
• Identifies and resolves user printing or scanning problems with or without assistance from other IT staff.
• Researches new applications, hardware, or other technology-related items.
• Creates and maintains self-help technical documents. Prepares user manuals and technical manuals for computer usage within the court system.
• Maintains user accounts for Windows network, email, SQL, and help desk applications.
• Provides technical support and troubleshooting assistance to users on hardware and software systems.
• Performs other duties of a comparable level or type or as assigned.

Requires an associate's degree. Any combination of education, training, or experience which demonstrates the ability to successfully complete the major responsibilities and essential functions may be substituted for the degree and experience requirements. Valid driver's license or evidence of equivalent mobility.

• Basic knowledge of the fundamentals, principles, practices, and operational practices of computer and networking operations.
• Knowledge of the fundamental concepts, principles, practices, and trends of information technology and hardware trends.
• Basic knowledge of the court system, its functions, and court administrative policies and procedures.
• Basic knowledge of Microsoft Exchange Server, SQL server, SMS server, and Internet Information Server operations.
• Knowledge of general business applications and software typically used by personnel including word processing, spreadsheet packages, anti-virus programs, backup software, etc.
• General diagnostic skills to isolate technical or software issues and work toward resolution.

• Skilled in troubleshooting, installing, and resolving technical problems with operating system applications on user computers.
• Skill in interpersonal communication and in establishing working relationships with end users, department personnel, and state and other court personnel.
• Excellent customer service skills including being competent, accurate, responsive, and engaged.
• Skilled in resolving connectivity problems and printing problems on the court systems.
• Skilled in maintaining and updating technical documentation required.
• Skilled in explaining and presenting technical information to both technical and non-technical personnel in dealing with troubleshooting issues or in making formal presentations.
• Skilled in utilizing the help desk incident tracking system software and recording/monitoring all user calls for technical assistance.

• The essential functions of the job typically require: grasping, sitting, standing, walking, talking, hearing, seeing, feeling, reaching, and fingering requirements or other reasonable methods that accommodate an individual in completing the essential functions of the job.
• Work is performed in a comfortable office work environment.
• Employee is subject to some travel in the performance of the job. Employees have control over travel schedule and can adjust schedules due to adverse weather or travel conditions.
• Physical requirements can typically be characterized as Light Work:
  Exerting up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.