Distributed Computer Systems Analyst

• Provides accurate, timely desktop computer technical work installing, implementing, maintaining, and supporting computer systems for use by end-users including the hardware & software components to both Department and outside agency customers.
• Coordinates work assignments with appropriate Department staff as well as other desktop support staff.
• Performs necessary follow-ups with customers to ensure that requests are handled efficiently and that quality solutions are provided and recognize or analyze priority issues for escalation.
• Providing detailed information regarding the issues to effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Maintains all assigned issues within the Department’s Issue Tracking System.
• Adds, updates and provides current status information into the Tracking System in a timely and accurate manner.
• Identifies and documents resolutions, sharing the documentation and findings with other team members.
• Provides assistance for Voice Over IP (VOIP) phones and LAN/WAN connectivity troubleshooting to coordinate repairs with Regional as well as statewide support staff.
• Ensure desktop computers interconnect seamlessly with diverse systems including file servers, application servers, and administrative systems and networking software.
• Support client hardware/software upgrades and migrations as directed by the Desktop Support Manager and maintain excellent communication with all end users and other members of the technology department.
• Support client audio/visual devices in conference rooms. And provides expertise in Zoom/Teams calls including knowledge around security settings within AV applications, etc.
• Consults with regional and outside agency customers in conducting system assessments to define customer needs, system requirements and LAN/WAN connectivity requirements.
• Performs related work as required.

• At least one year of experience working in an IT environment in either a field-based support capacity or a call center capacity.
• Education can substitute on a year for year basis
• At least one year of experience supporting Windows 10 or newer Windows operating systems and compatible applications.
• Technical understanding of computer hardware, software and networking systems and troubleshooting/problem solving skills.
• Valid Driver’s License and possess an operational private vehicle for use in performance of daily work activities.
• Working outside normal shift/business hours.
• Navigate tight spaces which may involve a combination of kneeling, crawling, bending, stooping, climbing ladders, and/or reaching.
• Ability to lift 30 pounds and move equipment.

Demonstrates expertise in desktop computer support, including installation, maintenance, and troubleshooting of hardware and software systems. Proficient in providing technical assistance for Windows operating systems and networking systems while ensuring effective communication with end users.

• Desktop Computer Support
• Windows 10 Support
• Troubleshooting Skills
• LAN/WAN Connectivity
• Voice Over IP (VOIP) Support

• Technical Support
• Computer Hardware
• Computer Software
• Networking Systems
• Issue Tracking System
• Audio/Visual Device Support
• System Assessments
• Problem Solving
• Client Hardware/Software Upgrades
• Documentation

• Communication
• Customer Service
• Team Collaboration
• Organizational Skills
• Follow-Up

• Valid Driver’s License

• IT Environment
• Field-Based Support
• Call Center Support
• Technical Understanding
• Operational Vehicle

• Zoom
• Microsoft Teams
• Issue Tracking Software
• LAN/WAN Tools
• AV Applications