Analyst SR User Support

Job Overview

The Analyst SR User Support will deliver on-site second level PC Desktop support in hardware, software and connectivity areas. Hardware support includes fault isolation and break/fix coordination. Software support requires application installation and integration skills. This position requires a good understanding of connectivity issues for both locally and network connected devices. Meet customer expectations by managing case load and utilizing technical and good customer service skills.

Position Description

Essential Duties and Responsibilities

• Provide effective use of Enterprise PC Client Management tools to enable remote trouble resolution or packetized application delivery as well as maintain PC desktop, associated peripheral equipment, along with various mobile computing devices
• Troubleshoot computer problems to isolate hardware vs. software issues and implement corrective action. Assist customers and customer departments' support personnel in resolving complex hardware, software, integration and operating system-level problems in the desktop environment, including but not limited to, on-site asset installation, problem diagnosis/resolution and advisory information in the use of desktop assets. Assist customers and customer departments with complex problem diagnosis/resolution of desktop/laptop computers, classroom technologies and related peripherals. Performs refresh functions as assigned
• Monitor desktop computing environment so that all applications and operating systems are correctly configured and working properly. Identify problems, apply optimum solutions and communicate the resolutions to the customers, management and other support personnel. Keep abreast of developments and issues relevant to technology and disseminate information to others
• Provide second level remote support for cases transferred by the Customer Service Center as well as provide assistance and support in other areas of Technology Division as requested. Lead and participate in project assignments within an operational environment. Maintain project flow and is responsive to district needs. Help to define standards and goals for related projects. Conduct technical research and write reports on findings for management and customers
• Manage and maintain the PC desktop equipment in the District by primarily providing remote assistance and secondary on-site dispatch support
• Own assigned issues, maintain complete, accurate and up-to-date incident tracking information via district incident ticketing system through the lifespan of assigned issues, escalate to appropriate support departments where appropriate and follow up with those departments until a solution is found and customer satisfaction has been determined
• Provide on-the-job training and mentoring to co-workers in the handling of routine requests, coordination duties and advanced topics
• Install and maintain software by means of enterprise management push tools or via on-site dispatch
• Consistently demonstrate exceptional customer service and communication skills with customers, peers, management and others

Qualification Requirements

To perform this job successfully, an individual must be able to perform each of the above essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities, required unless otherwise stated as preferred. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions.

• Associate's Degree
• High school diploma with two or more years of equivalent experience may be considered in lieu of degree
• MCDST preferred
• HDI preferred
• MCP preferred
• A Certification preferred
• Minimum of 2 years business experience in support of desktop computing along with associated peripherals and software in a Windows environment
• Experience in installing, integrating and documenting end-user applications in an enterprise environment
• Skilled in documenting, installing and integrating classroom/administrative application programs
• Excellent communication skills and customer service track record
• Ability to work independently on operational tasks, projects and assigned tasks
• Ability to communicate and follow instructions effectively, both orally and in writing
• Ability to work with customers and vendors as needed on special applications require
• Experience with device management tools (i.e. Altiris, SCCM etc.) and trouble ticket management system preferred

Physical Requirements/Working Conditions

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in classrooms, offices, work stations and meeting rooms.

The position requires occasional walking, standing, sitting, bending, stooping, kneeling, crouching, crawling, and lifting/carrying work related items weighing less than 40 pounds, such as books, papers and presentation materials. The employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Attendance at conferences and professional development is required. Work involves everyday risks and discomforts which require normal safety precautions when operating equipment or performing job duties. May work prolonged or irregular hours and must be able to maintain emotional control under stress.

Additional Information

• While performing the duties of this job, the employee is regularly required to walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus. The noise level in the classroom/administrative environment is moderate. Work may involve considerable standing, moving and lifting and/or moving up to 25 pounds and occasionally lift and/or move more than 50 pounds. This position requires mobility to continuously move computers, servers and associated equipment. As systems must remain operational, all personnel may be called upon to provide service and/or support at various times.