Analyst Suppt Svcs IT I

Job Summary: The Support Services Analyst I is responsible for Tier 1 desk-side computer hardware and software support, configuration, deployment, installation, inventory, and troubleshooting. This is a fully onsite position requiring a physical presence at agency locations to facilitate hardware deployment and face-to-face user assistance.

POSITION SPECIFIC DUTIES & RESPONSIBILITIES:    

• Provide Tier 1 desk-side and Help Desk support for desktop hardware, software, and network connectivity.


• Resolve issues through remote and on-site assistance, ensuring timely ticket closure in the ITIL-based tracking system.


• Configure, deploy, and maintain technology equipment such as computers, printers, scanners, and peripherals.


• Manage hardware and software inventory and ensure accurate documentation.


• Collaborate with IT Engineering on projects and infrastructure improvements.


• Complete special projects as assigned, prioritizing tasks with the IT Support Services Manager.


• Provide technical assistance for agency events and maintain organized IT labs and work areas.


• Assist in acquiring network equipment, computers, and peripherals.


• Research and recommend hardware and software solutions to meet agency needs.


• Participate in ongoing training programs and maintain technical proficiency.


• Support end-user training and provide guidance on technology use.


• Work with vendor technical support to diagnose and resolve hardware/software problems.

QUALIFICATIONS

EDUCATION:

• Must be a high school graduate or have HS equivalent


• Associate's degree preferred

EXPERIENCE:

• Experience in computer maintenance and user support required.

PERFORMANCE COMPETENCIES:

• Communication


• Decision Making


• Engagement


• Initiative and Accountability


• Interpersonal


• Learning


• Organizational Alignment


• Quality of Work

KNOWLEDGE/SKILLS/ABILITIES:

• Ability to work with the public, maintain an effective working relationship with agency employees, always maintain a professional manner, and maintain confidentiality.


• Must have outstanding interpersonal, communication, presentation, and computer skills.


• Must be independent, a self-starter, multi-task oriented, and energetic.


• Must be able to work closely with vendors, support agencies, and staff at multiple agencies.


• Must be able to work non-standard hours to complete projects, assist with infrastructure conditions, and as work demands.


• Strong understanding of technologies and processes.


• Experience supporting remote users.


• Strong knowledge of technology

CERTIFICATIONS/LICENSES:

• Must possess a valid Driver License and satisfactory driving record to use agency and/or personal automobile to travel to locations other than primary office.

SAFETY SENSITIVE JOB CLASSIFICATION:

This job is classified as a “safety-sensitive” position as defined by the Oklahoma Medical Marijuana and Patient Protection Act.  Due to the “safety-sensitive” classification, an employee in this position would be subject to drug and alcohol testing, including random testing.  Marijuana is one of the substances included in the drug panel screening.  Possession of a medical marijuana license will not excuse you from the testing process or the consequences of testing positive for marijuana per the Family & Children’s Services Drug Free Workplace Policy, including possible revocation of a job offer or dismissal from employment.