IT Analyst I, Support Services, Intern

Under General Supervision, the Support Services Analyst is responsible to the Supervisor, Support Services for Tier 1 and Tier 2 desk side computer hardware and software support, configuration, deployment and installation, inventory, and troubleshooting; user support and assistance, PC skills training, network account maintenance and other duties as assigned. Responsibilities require both technology skills and physical abilities to accomplish.

1. PRIMARY SUPPORT:
   
   
   
   • Provide level 2 desk side support for all desktop hardware and software including, but not limited to, remote problem solving, on-site support, software applications, and network communications
   • Work alongside Support Analyst I to receive dispatching from the ITIL based incident tracking and ticketing system
   • Configure and deploy new technology equipment such as computers, printers, scanners, and other items
   • Evaluate, maintain and repair user workstations (e.g., laptops, desktops, and tablets)
   • Maintain hardware and software inventory
   • Maintain the System Center and Configuration Manager (SCCM) system and keep all images current with our standard OS release, drivers, and softwares
   • Support IT Engineering with projects and work together to solve enterprise issues
   • Provide assistance with end user telephone moves, adds, and changes
   • Work with Director of Facilities to resolve issues with printers and copiers
   • Perform special projects from time to time, as may be assigned, with appropriate prioritization in coordination with the Director of IT
   • Train regularly and follow the training program as designed by the Manager of IT, Support Services * Own and maintain ownership of issues as assigned through the ticketing system until resolved
   
   
   
   
2. SECONDARY SUPPORT:
   
   
   
   • Provide level 1 Help Desk support
   • Assist in analysis of business information needs by working with the Supervisor of Support Services, Manager of IT, Director of IT and other staff to develop and implement plans to meet business needs
   • Assist in acquisition of network equipment, computers, and peripherals, including telephones, etc.
   • Setup and provide technical assistance to the Development and Communication department with events
   • Maintain a clean and organized IT computer lab and work areas
   • Work with vendor tech support to identify and resolve issues with software and hardware
   • Manage the agency's computer testing & training labs
   • Perform research and provide recommendations regarding hardware and software to be used within the agency
   
   
   
   

Qualifications

• Must have a High School Diploma or GED.
• Must have specialized experience in computer maintenance and user support with minimum of 3 years of experience
• Bachelor's degree or minimum 3 years of work experience in the area of support preferred
• Ability to work with the public, maintain an effective working relationship with agency employees, maintain a professional manner at all times and maintain confidentiality
• Must possess a valid Oklahoma Driver's License & satisfactory driving record and use personal automobile to travel to locations other than primary office
• Must have outstanding interpersonal, communication, presentation, and computer skills
• Must be independent, 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