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Technical Support Analyst

4 months ago

Birmingham, United States Birmingham Water Works Full time
Job Information

Job Title: Technical Support Analyst I Department: Information Technology

Reporting Relationship: Systems Support Supervisor FLSA Status: Exempt

Grade: H

General Responsibilities

Responsible for daily supporting the organization's end-user laptops, desktops, mobile devices and applications. Interface with internal customers and various departments, troubleshooting user desktop issues to resolution. Assist in maintaining computer systems; install and support software applications and peripheral equipment; set up users and security settings; research user inquiries and new technology; troubleshoot and resolve computer operating, software/hardware and database problems; communicate with vendors to resolve issues; provide information to staff and users, prepare and maintain documentation for processes, policies and procedures related to computer systems and operations; test new software with various operating systems; update software for users as released by vendor; monitor and update usage to ensure the security of data and access privileges when program modifications are performed; provide offsite support, training and technical advice

Essential Job Functions

  1. Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users; recommends and implement corrective solutions, including off-site repair for remote users as needed.
  2. Install, configure, test, maintain, monitor, document, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
  3. Assess needs and implement performance upgrades to PC desktop boxes, including installing CPUs, I/O and NIC cards, hard drives, RAM, etc.
  4. Collaborate with IT team members to ensure efficient operation of the desktop computing environment.
  5. Administer and resolve issues with associated end-user workstation networking software products.
  6. Receive and respond to incoming calls, e-mails, and help desk systems regarding desktop problems.
  7. Assist with BWW meeting setup, including hardware/software equipment, installation and troubleshooting.
Essential Job Functions Con't
  1. Cross-training of staff within the department
  2. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
  3. Assist in maintaining an inventory of all monitors, laptops, desktops, iPads, printers and other components and equipment.
  4. Document desktop equipment or component failure, repair, installation, and removal instances.
  5. Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
  6. Write technical specifications for purchasing PCs, desktop hardware and related products.
  7. Create user accounts and update user access.
  8. Maintain software assignments thru updates, upgrades and maintenance
Essential Job Functions Con't
  1. Work an on-call rotating schedule outside the regular schedule on a rotating basis.
  1. Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, and local, state, and federal laws and regulations.
  2. Ensure that PHI/ePHI of employees, plan participants, patients, and other assigned individuals is maintained and transmitted securely and legally.
  3. Perform all work safely in accordance with established safety policies and procedures. Comply with all safety and health standards and guidelines issued by management.
  4. Perform other duties as assigned.


Education

Associate degree in a technical support field required. Bachelor's degree preferred

Experience

Two (2) years experience in desktop support or help desk, providing technical support to users in a medium size company.
      • Proficient in imaging, deployment, configuration, and troubleshooting of Microsoft Windows client operating systems (including Windows 10 and Windows 11)
      • Basic networking principal knowledge. (including IP addresses and network cabling)
      • Experience troubleshooting Intel-based PC hardware components and peripherals. (including SATA, USB, CPU, PCI)
      • Experience troubleshooting PC-compatible productivity suites in a medium size business. (including Office 365)
      • Experience in Active Directory, Azure and SCCM (or some other similar tool) and 3rd party patching preferred.
      • Experience writing and communicating technical requirements for new and ongoing projects
      • Experience in management of mobile devices (Intune, MobileIron) preferred.
More experiences required can be seen on full job description.

Supervision

None

Physical Demands
  • Ability to stand, sit or walk for extended periods
  • Ability to stoop, kneel, crouch or crawl
  • Reaching by extending hand(s) or arm(s) in any direction
  • Communications skills using the spoken word
  • Ability to see within normal parameters
  • Ability to hear within normal range
  • Ability to move about
  • Ability to lift 50 pounds
Work Enviroment
  • Moderate noise (business office)
  • Exposed to cold temperatures in the data center.
  • Occasionally visit job sites in plants and outdoors, exposed to extreme hot/cold/wet weather conditions