Distributed Computer Systems Analyst

• Install, implement, maintain, and support multiple computer systems for end-users, including hardware, software, networking, and communications components

• Provide on-site support and support for end-users working remotely

• Provide desktop technical support to Department and outside agency customers

• Coordinate work assignments with Department staff and desktop support staff

• Follow up with customers to ensure efficient handling and quality solutions

• Analyze priority issues for escalation and provide detailed issue information

• Maintain assigned issues in the Department’s Issue Tracking System

• Document resolutions and share findings with team members

• Troubleshoot VoIP phones and LAN/WAN connectivity and coordinate repairs with regional and statewide support staff

• Ensure desktop computers interconnect with file servers, application servers, administrative systems, and networking software

• Support hardware/software upgrades and migrations

• Support conference-room audio/visual devices and provide Zoom/Teams call expertise, including AV security settings

• Conduct system assessments with regional and outside agency customers to define needs, requirements, and LAN/WAN connectivity requirements

• Travel to support surrounding offices and emergency events; work extraordinary hours when 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
• Troubleshooting and problem-solving skills
• Valid Driver’s License and an operational private vehicle for daily work activities
• Willingness to work outside normal shift/business hours
• Ability to navigate tight spaces, including kneeling, crawling, bending, stooping, climbing ladders, and/or reaching
• Ability to lift 30 pounds and move equipment
• Ability to communicate clearly, orally and in writing
• Ability to learn in a fast-paced environment
• Ability to work independently
• Ability to handle stressful situations
• Must be a US citizen or lawfully authorized alien worker
• Successful completion of State and National criminal history and applicable background screening before employment
• Male candidates born on or after October 1, 1962, must be registered with the Selective Service System for eligibility
• Preferred: experience with customer call documentation and tracking/ticketing systems, VoIP products, IT support environments, Windows 10 or newer, MS Office 365, mobile device management environments, remote control applications, and college or trade school education in Information Technology

Demonstrates expertise in desktop technical support, including troubleshooting Windows 10 and networking systems, while effectively communicating with end-users and managing issue tracking. Capable of providing on-site and remote support, ensuring efficient resolution of technical issues.

• Desktop Technical Support
• Windows 10 Support
• Troubleshooting Skills
• VoIP Support
• Issue Tracking System

• Computer Hardware
• Computer Software
• Networking Systems
• LAN/WAN Connectivity
• Audio/Visual Device Support
• Remote Control Applications
• Mobile Device Management
• MS Office 365
• Technical Documentation
• Customer Call Documentation

• Problem-Solving Skills
• Clear Communication
• Ability to Work Independently
• Ability to Handle Stressful Situations
• Willingness to Work Outside Normal Hours

• Valid Driver’s License

• IT Support Environment
• Field-Based Support
• Call Center Support
• Technical Understanding
• Background Screening

• Zoom
• Microsoft Teams
• Issue Tracking Systems
• VoIP Products