Computer Support Analyst

Job Summary

Provides technical support to end users in the use/application of computer technology for the daily functional activities of their respective departments; acquires and maintains complete and accurate knowledge of all computer hardware/software supported by the Information Technology Department including Windows networks; answers questions, resolves complaints, repairs equipment, changes software configurations, installs new hardware and peripherals and other duties to ensure that requests for service are addressed in an efficient, timely and courteous manner.

Technical (95%)

• Provides technical support and problem‑solving assistance to all computer users on‑site and in the field via telephone or on‑site visits; diagnoses problems to determine if it is within the software program, client application, or hardware; resolves problems by checking type of computer, software, and client application.
• Sets‑up and installs personal computers and peripheral equipment; connects hardware, tests hardware for proper operation, and installs software to recognize and utilize hardware; troubleshoots problems associated with the Windows, Office
  365, and various other software applications.
• Installs and configure various software applications and upgrades; tests installations to ensure proper functioning.
• Prioritizes repair work in attempt to meet needs of users; informs users of progress or status of repairs; responds to users in a courteous and tactful manner.
• Disables computer and peripheral equipment when necessary to relocate or change layout of equipment.
• Performs necessary data back‑ups before troubleshooting or repairing computers.
• Contacts manufacturers for updates on repair procedures, etc.
• Maintains awareness of computer capabilities and technical advancements as upgrades become available.
• Tests software, hardware, procedures, and documentation.
• Fields questions regarding software, encourage the proper use of equipment, check on basic operation of equipment, provide continued awareness of client needs, and inform clients of future hardware and software trends.
• Maintains and cleans computer equipment in accordance with established guidelines.
• Maintains inventory of supplies, parts, and equipment to meet repair needs; prepares requisitions for equipment.
• Maintains and upgrades professional knowledge, skills, and development by attending seminars and training programs and reading trade and professional journals and publications.

• Ability to lift and carry moderately heavy computer equipment (25–50lbs) on a frequent basis.
• Physical ability to “team lift” heavy materials, supplies and equipment (50–100lbs) occasionally.
• Ability to stoop, crawl and climb when necessary.
• Physical demands include standing, sitting, walking, bending, lifting, and moving computer items as needed.
• Ability to meet attendance requirements.

Work is performed in a normal office environment where there are little or no physical discomforts associated with changes in weather or discomforts associated with noise, dust, dirt, and the like.

Associate’s degree in Information Technology or related field or two years of technical college from an accredited college or university – preferred and two years experience performing computer repair work with some experience performing individual and classroom training of computer applications preferred OR any equivalent combination of training and experience which provides the required knowledge, skills, and abilities.

One or more relevant certifications are preferred upon hire.

Veterans / Disabled