Field IT Support Analyst

Position Information Functional TitleField IT Support Analyst - Montgomery County, MD Recruitment Category TypeStandard Functional CategoryInformation Technology GradeIT.2 FLSA StatusNon-Exempt Requisition Number25-0083 Number of Vacancies1 Job LevelNon-Management Job CodeN/A Job Description Summary The IT Support Analyst – Field Support: install, maintain, and repair IT systems for clients, and to troubleshoot and solve issues that prevent a business from running smoothly. the technician often need to travel to clients’ locations, and may need to be available at short notice. They should have excellent communication skills, and be able to diagnose and solve problems from non-technical descriptions. They may also need to be able to do physical work, such as lifting and relocating equipment. Implementing new technologies and providing resources for IT projects. Organization NameIT Infrastructure Services Reports toSection Manager, IT Solution Center Full or Part TimeFull Time If Part Time how many hours per week Regular or TemporaryRegular Position End Date (if temporary) Work Schedule 7-4 Monday to Friday. Weekend on-call hours, as scheduled. This role isnot eligible for telework. Position LocationLaurel Position Summary Information General Summary This is a non-merit system, employment-at-will, long-term contract position. This role is not eligible for telework. TheFieldIT Support Analyst provides first and second-tier technology support and customer service in support of WSSC Water team members who work at our plants, depots and work sites in Montgomery County, MD.Responsibilities include responding to technical support incidents and requests, as performing troubleshooting procedures, and solving technical problems on computer hardware, software, components and network connectivity. This includes, but is not limited to desktop PC’s, laptops, tablets, cell phones, scanners, printers and various commercial software applications. As a member of the IT Solution Center Team, the Field IT Support Analyst provides technical support for MS Windows, Office 365, MS Office troubleshooting, and software/hardware (includes hardware and software upgrades, basic networking, share level permissions, print queue, DHCP and DNS , and creates\maintains documented processes). Essential Functions Provides hardware, software, network problem diagnosis and resolution via telephone or on-site for end users Provides application support on all endpoint platforms (e.g. desktop, tablet, smart phones, etc.) Installs, repairs, and supports all endpoint devices, applications, printers, faxes and other office equipment Works and follows up with other technical staff members within IT Team to ensure the assigned tasks are completed Contributes information for IT FAQs, knowledge base and instructions to address commonly experienced technical issues related to configuration, hardware, networking and applications Develops and executes documented, repeatable processes to troubleshoot desktop services and systems and recommend improvements Maintains an inventory of IT related assets, including hardware and software on each desktop computer system Identifies recurring incidents and trends, and escalates appropriately Interacts with customers, via multiple communications methods, per established customer service and quality guidelines Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to set service level agreements and procedures Follows-up on support issues with customers to ensure that problems are resolved and customer is satisfied Drives a vehicle to conduct WSSC Water business Other Functions Works with department contacts and IT staff on issues to improve customer relations and technical support Assists in processing, tracking, coordinating, and communicating actions for Requests for Changes and tracks the results of changes Follows team procedures and work schedules and supports information sharing among team members Performs other related duties as assigned Work Environment And Physical Demands Work is performed within industrial settings and field work sites. Required Knowledge, Skills, And Abilities Working knowledge of remote connectivity tools ( SCCM , Quick Assist, Citrix etc) Working knowledge of installing, configuring and troubleshooting computers in a managed windows network environment Knowledge of computer hardware and software as well as general office equipment including copiers, faxes, scanners, tablets, Smart Phones, etc. Knowledge of all Microsoft systems Office 365 and Microsoft Office (including Outlook) including installation and configurations management Strong customer service skills with the ability to troubleshoot moderate to complex issues Strong analytical and organizational skills with the ability to manage multiple tasks simultaneously Minimum Education, Experience Requirements High School diploma (or equivalent) 3+ years help desk, customer service and support experience that includes solving IT hardware, software, and networks issues Additional Requirements Possession of a valid driver’s license and the ability to obtain a WSSC Water driver’s permit within 90 days of hire or transfer Must be available, as required, to work as needed on a 24-hour on-call basis and odd and irregular hours Preferences Experience using Active Directory 1 industry standard certification ( E.g.: CompTIA A+, Microsoft 365 and MS MOS , MCDST certifications) Experience using Remedy or similar application Experience with imaging technologies such as Symantec GHOST , MS RIS Experience following ITIL methodologies to proactively monitor infrastructure environments Experience with scripting solutions such as Desktop Authority Salary$25.37 - $43.14 per hour Posting Detail Information EEO Statement AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission. Close Date10/23/2024 Open Until FilledNo Special Instructions to Applicants Additional Information All applicants selected will be subject to drug screening and a background check/verification. Selected applicants must complete a physical. Supplemental Questions Required fields are indicated with an asterisk (*). Do you have a valid driver's license with no more than 4 points and with no restrictions (except eyeglasses/contact lenses)? Yes No Will you, now or in the future, require sponsorship for employment visa status? Yes No Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran? Yes No Applicant Documents Required Documents Resume Optional Documents Cover Letter/Letter of Application