IT Support Analyst

IT Support Analyst I (#)

Under supervision, supports computer systems by providing hardware support, software technical support and screening service requests for personal computers and telecommunication equipment.

• Responsible for providing first level support for basic software and hardware issues.
• Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities.
• Assists in the resolution of application, hardware and software problems.
• Escalates problems to higher level technical support professionals when necessary.
• Enters call data into a tracking system.

• Provides after hours and weekend support when required.
• Performs other duties as assigned.

Work is performed in a typical office environment and requires the use of standard office equipment including computers.

• Knowledge of basic computer hardware and software.
• Knowledge of the procedures and practices for installing software patches and updates on desktops, laptops, and mobile devices.
• Customer service skills and dedication to customer satisfaction.
• Ability to troubleshoot basic hardware issues on desktops, laptops and telecommunication equipment.
• Ability to troubleshoot basic network, software and printing problems.
• Ability to complete tasks on time.

Graduation from a standard senior high school or the equivalent and possession of an industry-recognized certificate in information technology.

One year of experience supporting a variety of computer applications and hardware may be substituted for the required certification.

• None