Information Technology Support Analyst II- MHIS- Office; N160-2627

Director of Information Technology & Security

None

Performs work under general supervision and is responsible for providing help desk support for software, hardware, network issues and approved department applications for the City of Hartford and Hartford Public Schools either remotely, over the phone or in person. Includes receiving, prioritizing, documenting, and resolving all end user technical requests while providing a positive and professional customer service support experience.

• Provide level III support on various software applications, hardware systems and provide high-level desktop application support.

• Provide strong hardware and software troubleshooting skills, independent trend and root cause analysis.

• Resolve questions regarding network account administration, software distribution, system/network status, and password requests.

• Provide direct technical assistance to clients utilizing remote support tools or in person.

• Administer and Maintain Office 365 and Intune.

• Administer and Maintain MDT for desktop imaging.

• Administer and Maintain Microsoft Windows Autopilot.

• Create and/or update configuration documents.

• Uses problem solving skills to find solutions to moderately complex hardware issues. Escalates issues to the management as needed.

• Diagnoses desktop computers, tablets, smart phones, network systems and software applications accurately and quickly in the presence of end users.

• Troubleshoot and resolve technical problems without supervision.

• Implement and manage IT process standardization projects.

• Assist managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment.

• Assist with automation of desktop computer build processes, packaging applications and network functions as requested.

• General end-user account support and administration.

• Documentation and escalation of technical issues to IT leadership.

• Work with vendor support contacts to resolve technical problems with desktop computing equipment, printers, mobile devices, and software.

• Assists in the development and delivery of training, best practices and support procedures for customer support analysts and technicians.

• Adhere to company defined Support Level Agreements (SLAs) for all support requests to deliver exceptional support and consistently exceed client expectations.

• Work closely with all technical areas to continuously improve customer support and satisfaction.

• Ability to effectively and efficiently troubleshoot technical problems.

• Familiarity with intermediate network troubleshooting.

• Provide training support in the areas of emerging technology and special applications.

• Additional duties as assigned by Supervisor.

Bachelors Associates Degree in Computer Science, Information Systems or closely related field, and Two (2) years of progressively responsible experience in Information Technology or Computer Science of which the experience must have been obtained within the last eight (8) years.

• Concepts, techniques, and methods of installing, configuring, debugging, implementing and maintaining computers and peripherals.

• Advanced Microsoft Office 365.

• Advanced Microsoft Intune.

• Power Shell.

• Cloud fundamentals.

• Advanced Apple School Manager.

• Advanced VPN/MFA configuration.

• Advanced Google Management.

• IT Asset Management.

• Advanced Apple OS & Microsoft Windows software and operating systems.

• Supporting and troubleshooting Apple iOS mobile device technologies.

• Familiar with ITIL processes such as incident management, change management, software release…