Personal Computer Analyst

1 week ago

Washington, United States The National Academies of Sciences, Engineering, and Medicine Full time

Description

:

ESSENTIAL JOB DUTIES:

1. Acts as the single point of contact for end-users requiring information technology (IT) assistance by way of phone, email, walk up and chat channel support requests. Responsible for troubleshooting and resolving technical issues related to software, hardware and network connectivity.

2. Installs, configures and maintains software applications for MAC and Windows computers.

3.Utilizes an IT Service Management system for documenting and managing incidents and service requests.

4. Meets or exceeds SLA standards including closing tickets in a timely manner and following up with customers.

5. Maintains a high level of customer satisfaction through effective communication and timely issue resolution.

6. Performs and updates assets in the Inventory Management system to include workstations, monitors, printers, and other IT assets. Repairs, replaces, and moves assigned equipment depending on various levels of technical competency.

7. Performs testing on new and existing products and services as assigned. Provides feedback and recommendations based on analysis.

8. Images computers and replaces existing equipment as needed.

9. Performs institutional software and hardware upgrades, as needed, following established ITS procedures for installation and machine configuration.


NONESSENTIAL JOB DUTIES
• Related duties and special projects as assigned.

JOB SPECIFICATIONS
Required Knowledge, Skills, and Abilities: At least 2 years experience in providing technical support for Windows and MAC computers in an enterprise computing environment.Advanced knowledge of the MAC operating system.Microsoft Office 365 experience with a focus on Teams, Onedrive and Sharepoint.Strong problem-solving skills with the ability to think critically and independently. Knowledge of back-end technologies (e.g. Directory Services, Network Configuration, Image Creation, Storage, network and workstation security). Excellent troubleshooting skills. Ability to deal with a high volume of varying technology from hardware, software, to network connectivity issues. Ability to articulate problems and resolutions to both technical and non-technical end users. Ability to diagnose and repair workstations and peripherals. Ability to use some latitude for independent judgement, discretion, and action. Experience working in complex environments with a high degree of organizational effectiveness. Ability to work successfully in a team environment. Excellent communication skills with a proven ability to effectively interact with all levels of employees.
Minimum Education/Training Requirements: Associate’s degree in a related field, or equivalent knowledge.
Minimum Experience: Two years of related professional experience.
Physical Capabilities: Ability to work at a computer for extended periods of time. Frequently moves computer equipment weighing up to 40 pounds. Regularly services customers at their workstations.
Required Licenses, Certification or Registration: A+ certification preferred.
Supervisory Responsibilities/Controls: Reports to Manager. Sets objectives with supervisor.
Compensation: The National Academies of Sciences, Engineering, and Medicine support equity, fairness, and transparency in our compensation programs. An estimated compensation range for this position is $28.93 - $36.16 per hour. Compensation offered to the selected candidate will be based on the candidate’s relevant knowledge, skills, and work experience, commensurate with compensation of current employees in comparable positions with similar knowledge, skills, and work experience, and subject to budget parameters. Note it is not typical for a candidate to be hired at the higher end of the range.

Work Environment: Office environment with occasional travel between National Academies’ facilities and to off-site locations.

The National Academies’ Statement on Diversity and Inclusion:

We, the National Academies of Sciences, Engineering, and Medicine (the National Academies), value diversity among our staff, members, volunteers, partners, vendors, and audiences. We recognize that talent is broadly distributed in society and that many perspectives enhance the quality of our work and drive innovation and impact.

We pledge to cultivate a workplace culture and climate that promotes inclusion, belonging, accessibility, and anti-racism; upholds equity; and values the participation of all who are engaged in advancing our mission. By embracing the values of diversity, equity, and inclusion in our programs, institutional policies and practices, and products, we will be able to better advise the nation on the most complex issues facing society and the world.

Equal Opportunity Employer:

It is the policy of the National Academies to recruit, hire, transfer, compensate, and promote people in all job categories and to administer all other personnel actions, terms and conditions of employment in a manner that is consistent with equal employment, and does not discriminate on the basis of race, creed, ethnicity, color, national origin, sex, sexual orientation, gender identity, age, religion, disability, medical condition for which a person has been rehabilitated or cured, marital status, family responsibilities, genetic information, political affiliation, personal appearance, matriculation, unemployment status, veteran status, or any other characteristic protected by applicable laws. It is also the institution's policy to recruit, hire, promote, and provide reasonable accommodation to qualified individuals with disabilities and covered veterans who are otherwise qualified.

Job Family:

INFO

Employee Type:

Employee

Scheduled Weekly Hours:

37.5

City/State:

Washington, District of Columbia

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