IT End User Support Analyst I

Job Track Description:

• Requires formal education and relevant expertise in a professional, sales, or technical area.


• Performs technical-based activities.


• Contributes to and manages projects.


• Uses deductive reasoning to solve problems and make recommendations.


• Interfaces with and influences key stakeholders.


• Leverages previous knowledge and expertise to achieve results.


• Ability to complete work self-guided.


• College or university degree required or equivalent work experience, providing exposure to fundamental theories and concepts.

General Profile

• Performs routine assignments.


• Develops skills by performing structured work assignments.


• Uses existing procedures to solve routine or standard problems.


• Receives instruction, guidance, and direction from others.

Functional Knowledge

• Requires a conceptual understanding of theories, practices, and procedures. 

Business Expertise

• Applies general knowledge of business developed through education or previous experience.

Impact

• Has a limited impact on own work team.


• Follows standardized procedures and practices to achieve objectives and meet deadlines.

Leadership

• No supervisory responsibilities.


• Responsible for developing technical contributions.

Problem Solving

• Uses existing procedures to solve standard problems.


• Examines information and standard practices to make judgments.

Interpersonal Skills

• Exchanges information and ideas effectively.


• Ask questions and checks for understanding.

Responsibility Statements

• Provides onsite end-user support.


• Installs applications.


• Manages hardware/software installations and troubleshooting.


• Provides onsite smart hand support to other technical towers as needed.


• Installs and Configures new hardware.


• Manages site-level inventory.


• Manages ticket queue for local support requests.


• Escalates systems outages or problems that are impacting production.


• Leads local onsite desktop support members.


• Validates that tickets are being assigned and worked in appropriate timeframes.


• Performs other duties as assigned.


• Complies with all policies and standards.